Network Planning Guide

Nortel CallPilot
Network Planning Guide
NN44200-201
.
Document status: Standard
Document version: 01.02
Document date: 3 May 2007
Copyright © 2007, Nortel Networks

All Rights Reserved.
Sourced in Canada
The information in this document is subject to change without notice. The statements, configurations, technical
data, and recommendations in this document are believed to be accurate and reliable, but are presented without
express or implied warranty. Users must take full responsibility for their applications of any products specified in this
document. The information in this document is proprietary to Nortel Networks.
The process of transmitting data and call messaging between the CallPilot server and the switch or system is
proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user
license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by
alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate
termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach
Trademarks
*Nortel Networks, the Nortel Networks logo, the Globemark, and Unified Networks, BNR, CallPilot, DMS, DMS-100,
DMS-250, DMS-MTX, DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian 1, Meridian Link,
Meridian Mail, Norstar, SL-1, SL-100, Succession, Supernode, Symposium, Telesis, and Unity are trademarks of
Nortel Networks.
3COM is a trademark of 3Com Corporation.
ADOBE is a trademark of Adobe Systems Incorporated.
ATLAS is a trademark of Quantum Corporation.
BLACKBERRY is a trademark of Research in Motion Limited.
CRYSTAL REPORTS is a trademark of Seagate Software Inc.
EUDORA is a trademark of Qualcomm.
eTrust and InoculateIT are trademarks of Computer Associates Think Inc.
DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT,

MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO,
WINDOWS, WINDOWS MEDIA, and WINDOWS NT are trademarks of Microsoft Corporation.
GROUPWISE and NOVELL are trademarks of Novell Inc.
LOGITECH is a trademark of Logitech, Inc.
MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.
MYLEX is a trademark of Mylex Corporation.
NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.
NOTES is a trademark of Lotus Development Corporation.
NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.
QUICKTIME is a trademark of Apple Computer, In.

RADISYS is a trademark of Radisys Corporation.
SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.
SYBASE is a trademark of Sybase, Inc.
TEAC is a trademark of TEAC Corporation
US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics.
WINZIP is a trademark of Nico Mark Computing, Inc.
XEON is a trademark of Intel, Inc.
Information for Japan

Japan Denan statement
The following applies to server models 703t, 1002rp, 1005r and 600r:
Japan VCCI statement

The following applies to server models 703t, 201i, 1002rp, 1005r and 600r:
This is a Class A product based on the standard of the Voluntary Control Council for Interference by Information
Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance may occur, in
which case, the user may be required to take corrective action.
5
Publication History
May 2007
Standard 01.02 of the CallPilot 5.0 Network Planning Guide is issued for
general release.
February 2007
general release.
July 2005
Standard 1.02 of the CallPilot 4.0 Network Planning Guide is up-issued
to add new template.
July 2005
Standard 1.01 of the CallPilot 4.0 Network Planning Guide is up-issued
to add Task List.
July 2005
general release.
November 2004
Standard 1.0 issue of the CallPilot 3.0 Network Planning Guide.
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6 Publication History
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Contents
Chapter 1 How to get Help 13
Chapter 2 About this Guide 15
Overview 15
How this guide is organized 15
Related information sources 17
Logging on to the CallPilot server with CallPilot Manager 20
Multi-administrator access 23
Chapter 3 Getting started 25
Section A: About networking and networking protocols 25
Overview 25
Network setup 27
Messaging Protocols 29
Analog and digital messaging protocols 29
Section B: Messaging networks 31
Networks and messaging 31
Network database 33
Integrated and open sites 34
Chapter 4 Understanding CallPilot networking solutions 37

Section C: About CallPilot networking solutions 37
Overview 38
AMIS Networking 39
Enterprise Networking 41
VPIM Networking 42
Network Message Service 43
Combining networking solutions 44
Connections 45
Networking software options 46
Section D: Messaging networks and users 47
Overview 47
Message types supported 47
Message lengths 48
Telephone users and desktop users 50
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Teaching users how to use networking 51

Non-delivery notifications 53
Section E: Features 53
Overview 53
Enhancements to Meridian Mail capabilities 55
Migration from Meridian Mail 55
Section F: Networking and other features 56
Overview 56
Shared Distribution Lists 56
Personal Distribution Lists (PDL) 57
Names Across the Network and Enhanced Names Across the Network 57
System trigger mailboxes 60
Section G: Networking solution considerations 61
Overview 61
General messaging network considerations 61
AMIS Networking features 62
Enterprise Networking features 65
VPIM Networking features 68
Network Message Service (NMS) features 71
NMS dialing restriction scenarios 72
Section H: Transmission times and traffic calculations 74
Overview 74
Message transmission times for analog protocols 75
Transmission times for messages containing text information 76
Transmission times for messages with Names Across the Network 77
Traffic considerations for VPIM Networking messages 78
Section I: Remote users 78
Overview 79
Temporary remote users 80
Permanent remote users 81
How remote users are added 81
Enhanced Names Across the Network (Enhanced NAN) 82
How remote users are deleted 83
Enhanced Names Across the Network 83
Considerations when using NAN with Enterprise Networking 83
Synchronizing user information across networked servers for Enhanced NAN 86
Chapter 5 Dialing plans and networking 89

Section J: About dialing plans and networking solutions 89
Overview 90
Uniform dialing plans 91
Non-uniform dialing plans 92
ESN dialing plan 94
CDP 96
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Hybrid dialing plan (ESN and CDP combined) 99

Another dialing plan 100
Dialing plans and addressing plans 100
Modifying dialing plan information 101
Modifying CDP steering codes 102
Section K: Dialing plan information 103
Gathering dialing plan information 103
Create a messaging network representation 104
Examples of messaging network diagrams 104
Chapter 6 Network and location-specific broadcast

messages 111
Types of network broadcasts 111
Broadcast message addresses 115
User capabilities for broadcast messages 116
CallPilot server capabilities for broadcast messages 118
Broadcast messages in a mixed messaging network 120
Viewing or printing all broadcast addresses 122
Chapter 7 About VPIM Networking 123

Overview 123
Sending VPIM Networking messages to other sites 125
Receiving VPIM Networking messages 127
TCP/IP 130
TCP/IP protocols 133
Implementation overview 134
VPIM-compliant messaging systems requirements 137
VPIM Version 2 conformance table 137
Chapter 8 CallPilot networking implementation concepts 145
Section L: About implementing networking 145
Overview 145
Designing the messaging network 148
Installation and implementation concepts 151
Section M: Key concepts 153
Network views 154
Performing local and remote administration 154
Multi-administrator environments 155
Section N: CallPilot Manager networking configuration pages 155
Message Delivery Configuration description 156
Message Network Configuration description 158
Working with the Message Network Configuration page 160
Validation 162
Ensuring information is unique 163
Specifying time periods 164
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Section O: Coordination among sites 164

Coordinating network information 164
Networking requirements and considerations 166
Chapter 9 Gathering information 171

Overview 171
Data network information 173
Switch information 174
Information required from switch 175
Evaluating the switch information 177
Information from other sites 178
Chapter 10 About Network Message Service 179
Overview 179
Dialing plans and NMS 185
Implementing NMS 186
NMS time zone conversions 192
Chapter 11 Implementing and configuring CallPilot
networking 195
Overview 195
Configuring the switch using phantom DNs 198
Configuring CallPilot 200
SDN Table and message networking 200
Implementing message networking 205
Message Delivery Configuration parameters 205
AMIS message delivery configuration 207
Enterprise message delivery configuration 213
VPIM message delivery configuration 214
Chapter 12 Configuring local and remote networking sites 223

Overview 223
Configuring the local messaging server 224
Configuring the local prime switch location 228
Adding and configuring a remote site 232
Configuring a remote messaging server 233
Send Message Text Info to this Server 238
Configuring a remote prime switch location 241
Configuring a remote satellite-switch location 244
Chapter 13 Security and encryption 247

Section P: Networking and security 247
Overview 247
Open AMIS Networking and security 248
VPIM Networking and security 249
Switch security and networking 252
Section Q: SMTP security 253
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Overview 254
Unauthenticated mode 256
Mixed authentication mode 258
SMTP authentication methods 260
Authentication failures 261
Enabling CallPilot SMTP authentication 265
Configuring unauthenticated access restrictions 265
Monitoring suspicious SMTP activity 265
Section R: Encryption 267
CallPilot encryption description 267
How CallPilot encryption works 269
Implementing encryption on CallPilot 271
Appendix A Implementation and planning tools 273

Overview 274
Section A: Implementation checklists 276
Section B: Configuration worksheets 285
Appendix B How AMIS and Enterprise Networking handle

messages 299
Networking messages 299
MTA and ANA 300
What the MTA does 301
What the ANA does 303
Example of message handling with AMIS Networking 306
Index 309
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Chapter 1
How to get Help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel
Technical Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. More specifically, the site
enables you to:
• download software, documentation, and product bulletins
• search the Technical Support Web site and the Nortel Knowledge Base
for answers to technical issues
• sign up for automatic notification of new software and documentation
for Nortel equipment
• open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center

If you don’t find the information you require on the Nortel Technical Support
Web site, and have a Nortel support contract, you can also get help over the
phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone
number for your region:
http://www.nortel.com/callus
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Getting Help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express
Routing Code (ERC) to quickly route your call to a specialist in your Nortel
product or service. To locate the ERC for your product or service, go to:
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor
or authorized reseller, contact the technical support staff for that distributor
or reseller.
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Chapter 2
About this Guide
In this chapter:
"Overview" (page 15)
"How this guide is organized" (page 15)
"Related information sources" (page 17)
"Logging on to the CallPilot server with CallPilot Manager" (page 20)
"Multi-administrator access" (page 23)
Overview
The Networking Planning Guide is your key to CallPilot networking. Read
the guide before implementing any networking solution. The guide provides
an overview of key concepts and terminology necessary to implement a
messaging network. It introduces all of the networking solutions offered with
CallPilot and describes specific feature interactions. It also explains the
process that you follow to implement one or more networking solutions.
For actual procedural instructions to perform a specific task, you must refer
to the CallPilot Manager online Help files. Topics are indexed, and the
system also contains extensive context-sensitive Help information.
How this guide is organized

The Networking Planning Guide provides an overview of key CallPilot
concepts and terminology. This guide is designed to help you to understand
and implement a messaging network.
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16 Chapter 2 About this Guide
Contents
The Networking Planning Guide is organized into the following chapters:
Chapter title Description

Chapter 2 "About This chapter describes this guide and how to log on to the CallPilot Manager.
this Guide" (page
15)
Chapter 3 This chapter introduces networking and networking protocols. It also describes
"Getting started" the key concepts necessary to understand messaging networks.
(page 25)
Chapter 4 This chapter describes each the networking solutions, their features, and how
"Understanding they work.
CallPilot
networking
solutions" (page
37)
Chapter 5 This chapter describes each dialing plan supported by CallPilot. It also
"Dialing plans describes how to create a network representation using the dialing plan
and networking" information.
(page 89)
Chapter 6 This chapter provides an overview of the CallPilot network broadcast feature
"Network and and the types of network broadcasts available.
location-specific
broadcast
messages"
(page 111)
Chapter 10 This chapter provides an overview of the CallPilot Network Message Service
"About Network (NMS) feature that enables messaging services to users in a network of
Message compliant switches.
Service" (page
179)
Chapter 7 This chapter provides an overview of the CallPilot VPIM Networking
"About VPIM capabilities.
Networking"
(page 123)
Chapter 8 This chapter provides an overview of how networking solutions are
"CallPilot implemented. It stresses the importance of organizing all sites in the
networking messaging network and coordinating information.
implementation
concepts" (page
145)
Chapter 9 This chapter describes how to gather the information required to implement
"Gathering message networking. It provides a checklist for all information that is needed
information" about the switch configuration.
(page 171)
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Chapter title Description

Chapter 11 This chapter provides implementation and configuration information required
"Implementing for CallPilot networking solutions.
and configuring
CallPilot
networking"
(page 195)
Chapter 12 This chapter describes how to configure the local messaging server and prime
"Configuring switch location. It also explains how to add and configure remote messaging
local and remote servers and switch locations.
networking sites"
(page 223)
Chapter 13 This chapter provides an overview of security and encryption as they apply to
"Security and CallPilot networking.
encryption"
(page 247)
Appendix This appendix provides checklists and worksheets that you can use while
"Implementation setting up your messaging network.
and planning
tools" (page 273)
Appendix "How This appendix describes the roles of the Message Transfer Agent (MTA) and
AMIS and Analog Networking Agent (ANA) in the handling of messages through AMIS
Enterprise Net and Enterprise networking.
working handle
messages"
(page 299)
Related information sources

The CallPilot technical documents are stored on the CD-ROM that you
receive with your system. The documents are also available from the
following sources:
• CallPilot Manager application
• My CallPilot application
• the Nortel Partner Information Center (PIC) at:
http://www.nortel.com/pic
You require a user ID and a password to access the PIC. If you do not have
a PIC account, click Register to request an account. It can take up to 72
hours to process your account request.
Product guides
The CallPilot documentation suite is organized into six categories to provide
specific information for the various personnel involved in implementing and
using CallPilot. The categories are as follows:
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Fundamentals
The Fundamentals category contains the CallPilot Fundamentals Guide,
which is the primary initial reference for the CallPilot product.
Planning and Engineering

Use the Planning and Engineering guides to help plan your system and
networks before you install CallPilot, or to plan a migration of data from
Meridian Mail* to CallPilot.
Installation and Configuration

The Installation and Configuration guides describe how to install the
following:
• CallPilot server hardware and software
• Desktop Messaging and My CallPilot software
Administration
The Administration guides provide specialized information to help you
configure administer and maintain CallPilot, and use its features. Guides for
ancillary applications (Reporter and Application Builder) are also included.
Maintenance
The Maintenance category provides maintenance and diagnostics guides
for the specific supported server types. Also included is the CallPilot
Troubleshooting Guide (NN44200-700), which describes symptoms that can
appear on all CallPilot server platforms, and describes ways to resolve them.
End User information

The End User Information category contains documents required by
CallPilot users, such as telephone set users and Desktop Messaging users.
Specific guides are included for various desktop applications, as well as a
host of printable quick reference cards.
Reference Documents
For a list of all CallPilot documents, see the following CallPilot Customer
Documentation Map.
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For a thumbnail summary of each document in the suite, see the CallPilot
Fundamentals Guide (NN44200-100). Summaries are organized on a
personnel task basis (that is installers, administrators, end users, and so
on), making it easy to identify the particular guide you require.
You can print part or all of any guide, as required.
Online resources
CallPilot administration online Help
The CallPilot Manager and CallPilot Reporter software contain
administration and procedural online Help areas that provide access to:
• technical documentation in Acrobat PDF format
• online Help topics in HTML format
To access online information, use either of the following methods:

• Click the orange Help button at the top of any page to access the
Administration Help area.
• Click the grey Help button on any page to display a topic that relates to
the contents of the page.
CallPilot end-user online Help

The My CallPilot software contains a Useful Information area that provides
access to the end-user guides in PDF format.
To access online Help for the currently selected My CallPilot tab, click the
Help button on the upper-right corner of the My CallPilot page.
Desktop messaging provides product-specific Windows Help for groupware

clients (Microsoft Outlook, Novell GroupWise, and Lotus Notes). The
stand-alone version of CallPilot Player also provides addressing and
troubleshooting information for Internet mail clients.
Contacting technical support

Contact your Nortel distributor’s technical support organization to get help
with troubleshooting your system.
Logging on to the CallPilot server with CallPilot Manager

You must use a Web browser to log on to and administer the CallPilot server.
ATTENTION
CallPilot Manager can be installed on the CallPilot server or on a stand-alone
server. If CallPilot Manager is installed on a stand-alone server, you must know
the CallPilot Manager server host name or IP address, as well as the CallPilot
server host name or IP
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Logging on to the CallPilot server with CallPilot Manager 21
To log on to CallPilot Manager

Step Action
1 Launch the Web browser on a PC or on the CallPilot server.

2 Type the CallPilot Manager Web server URL in the Address or
Location box of the Web browser, and then press Enter.
Example: http://sunbird/cpmgr/
Result: When the connection is established, the CallPilot Manager
Logon screen appears.
Note: The URL automatically appears as

http://<Web server host name or IP address>/cpmgr/login.asp.
3 Type the administration mailbox number and password.

The supplied administrator mailbox number is 000000. The default
password is 124578.
4 Do one of the following:

• If connection information is pre-configured, you can select a
server or location from the Preset server list box.
• Type the CallPilot server host name or IP address in the Server
box.
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• If the CallPilot server you are connecting to has Network

Message Service (NMS) installed, type the CallPilot server’s
host name or IP address in the Server box, and then type the
name of the switch location on which the administration mailbox
resides in the Location box.
• If you are using Microsoft Internet Explorer, you can reuse
information you entered during a prior session on the same PC.
Do the following:
a. Clear the contents in the box.

b. Click once inside the box.
c. Choose the item you need from the list that appears.
5 Click Login.
Result: The main CallPilot Manager screen appears.
6 Work on the site as if you are working locally.
—End—
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Multi-administrator access 23
Multi-administrator access
Multiple administration is a standard database management feature that
enables many administrators to work on a database at the same time. There
is no limit to the number of administrators who can work on the network
database at the same time.
Multiple administration offers several advantages, including:
• shared knowledge of network database maintenance
• faster and more efficient implementation
Multiple accounts enable administration responsibilities to be distributed

among a number of people. Therefore, certain administrators can specialize
in certain tasks, such as maintaining users, performing backups, analyzing
reports, or creating multimedia services.
Administrator privileges
For security reasons, administrators can be given access only to those
parts of the system that relate to their role. An individual can be assigned
full, partial or no administrative privileges.
Refer to the CallPilot Administrator’s Guide (NN44200-601), for detailed

information on assigning administrative privileges.
Simultaneous access
Multiple administrators can log on to CallPilot at the same time without
overwriting other work.
If you are the first to log in to a particular resource, such as a specific
mailbox class or user profile, and another administrator tries to access
the same resource, a dialog box appears to inform you of the other
administrator. Select one of the following choices:
• Continue editing.
• Save your changes, and release the resource to the other administrator.
• Cancel your changes, and release the resource to the other
administrator.
If you do not select any of the choices within two minutes—because you are
away from the terminal, for example—the system releases the resource so
that others can access it. If this happens, all your unsaved changes are lost.
An administrator who accesses a resource that is currently being edited

sees a read-only view of the property sheet in which all boxes are dimmed,
indicating that the resource is currently locked. The administrator is not
notified when the resource is released, but must try to access the property
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sheet again to see whether its status has changed. If a user tries to log
on to a mailbox while an administrator is changing the profile, the user is
unable to log on and receives a message that says the mailbox is in use.
Refreshing screens
The Message Network Configuration tree display does not automatically
refresh the views for all messaging network administrators. For this reason,
if you are working in a multiple administration environment, click the Web
browser Refresh or Reload button frequently. This ensures that you see
the most current tree display.
For example, if you are viewing a list of users when another administrator
deletes a user, the only way to see the change is to refresh the screen.
Refreshing the view is especially important if you are deleting a remote site
with satellite-switch locations. A remote site cannot be deleted unless all
satellite-switch locations, in addition to the remote messaging server, are
selected.
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25
Chapter 3
Getting started
In this chapter
"Section A: About networking and networking protocols" (page 25)
"Section B: Messaging networks" (page 31)
Section A: About networking and networking protocols

In this section
"Network setup" (page 27)
"Messaging Protocols" (page 29)
"Analog and digital messaging protocols" (page 29)
Overview
Basic networking concepts and terms is a useful background for
understanding CallPilot messaging networks.
Definition: Network
At its simplest, a network is a communication system that connects two or
more sites. With a network, users at all sites can exchange information and
share specified resources.
Data networks and switch networks are two of the most common types of
networks. Both types can be either public or private.
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26 Chapter 3 Getting started
Figure 1
Network types
Definition: Switch network

Traditionally, telephone systems are organized into switch networks.
The three basic parts to a switched network are:
• terminals (such as telephones or computers)
• transmission links (such as lines or trunks)
• one or more switches
In a switch network, a physical line is used to carry signals between the

sender and the receiver. The sender uses a terminal and connects to a
series of private and public telephony switches that terminate at the terminal
of the receiver. The path of connection is maintained for the duration of the
call and is destroyed when the call is completed. The signals are delivered
in their original order.
Public switched network

If the switched network is maintained by a telecommunications service
provider and is used by more than one customer, it is considered the public
switched network. The public switched telephone network (PSTN) is the
public telephone network used around the world.
Private switch network

If the switched network is privately owned and operated, and its use is
restricted, it is considered a private switched network.
Definition: Data network

A data network is a communication system that enables two or more
computers to communicate with each other and share resources.
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Network setup 27
In a data network, a stream of communication, such as a spoken message,

is broken down into a series of packets. These packets contain information
that identifies their origin, their intended recipient, and their correct order.
The packets are routed through a network and are reconstructed, in their
proper order, at their destinations.
There are many types of data networks, including local area networks
(LANs), wide area networks (WANs), metropolitan area networks (MANs),
and global area networks (GANs).
Public data network

A data network can make use of the publicly available infrastructure to
transmit information. The Internet is an example of a public data network.
Private data network

A data network can be privately controlled. An intranet is an example of a
private data network.
Definition: Messaging network

A network that exists for the purpose of exchanging messages is called a
messaging network. When you implement any of the CallPilot networking
solutions, you are creating a messaging network. In this context, a CallPilot
networking solution is the Nortel implementation of a specific messaging
protocol.
Messaging networks are built on an existing switched or data network

infrastructure. A message network uses the voice or data network to
transport messages between message servers. The existing structure is
often called the backbone. A messaging network is usually private, although
it is possible to exchange messages with sites that are not within the private
messaging network.
Network setup
All networks have a physical setup that determines how the network
operates.
The setup of a messaging network is an important factor in determining how

you implement networking solutions and how users are able to exchange
messages. The network setup consists of the sites and the connections
between them. This setup is often called a network topology.
Possible setups
CallPilot supports different network setups to ensure that your messaging
network is designed for the specific needs of your organization.
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Two common types of network setup are the mesh network and the
non-mesh network.
Mesh network
One of the most common network setups is the mesh network, also known
as a point-to-point network. In a mesh network, every site is connected to
every other site in the messaging network.
For small messaging networks, a mesh network setup is common. Every

site can exchange messages with every other site in the network.
Non-mesh network
For larger messaging networks, a mesh network can be impractical or
unnecessary. In fact, in most messaging networks, a site is connected only
to those remote sites with which it commonly exchanges messages, such
as in the hub-and-spoke network configuration. NMS Networking is an
example of this.
The following diagram illustrates a non-mesh network. In this example,

only the head office is connected to every other site. All other sites are
connected only to those sites with which messages are exchanged. The
manufacturing center, for example, is connected only with the distribution
center and the head office
Figure 2
Non-mesh network.
This type of network setup also greatly simplifies the implementation and
administration of the messaging network. Site 1 is the most complicated
site to administer, because records for all other sites must be maintained.
Site 3, however, is much simpler to administer because records for only the
two sites with which messages are exchanged must be maintained.
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Analog and digital messaging protocols 29
Messaging Protocols
Communication among sites in a messaging network is achieved by
messaging protocols. A messaging protocol is a set of rules that defines
how sites exchange information.
A messaging protocol must be used to exchange information between

transmitting and receiving sites.
Types of messaging protocols

CallPilot uses two types of messaging protocols for exchanging messages:
analog and digital.
Analog protocols run over voice networks. Digital protocols are used over
data networks.
These two main categories include both industry-standard and proprietary

messaging protocols.
Industry-standard messaging protocols

Industry-standard messaging protocols are based on industry-recognized
rules and conventions.
Proprietary messaging protocols

Proprietary messaging protocols are based on specifications defined by a
closed group or organization for its own use within its own products.
Analog and digital messaging protocols

A network can use analog messaging protocols and digital messaging
protocols.
Analog messaging protocols

Analog messaging protocols send voice signals that are similar to the
original signal.
CallPilot supports two analog messaging protocols:
• Audio Messaging Interchange Specification-Analog (AMIS-A)
Issued in 1990, AMIS-A is an industry standard that allows the voice
messaging systems produced by different vendors to exchange voice
messages.
• Enterprise Networking
Nortel’s proprietary protocol for analog transmission of voice messages.
Enterprise Networking is an extension of AMIS-A and adds many
important improvements, including longer voice message length and the
ability to address a single message to multiple recipients.
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Digital messaging protocols

Digital messaging protocols convert analog signals into binary format before
transmission.
Voice Profile for Internet Mail

Voice Profile for Internet Mail (VPIM) is a unified messaging protocol (voice,
text, and fax) that specifies the use of SMTP as the message transfer
protocol and the use of MIME to format messages. CallPilot uses the SMTP
and MIME protocols in compliance with industry-standard specifications.
• Simple Message Transfer Protocol (SMTP)
A protocol for sending electronic mail (e-mail).
• Multipurpose Internet Mail Extensions (MIME)
A means of representing the format of multimedia messages, including
graphics, audio, and text files, over the Internet.
Figure 3
Messaging protocol hierarchy
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Networks and messaging 31
Analog and digital messaging protocols compared

In an analog transmission, the signal can pick up stray or random noise.
Messages sent with analog protocols can become degraded when they are
forwarded, because of rerecording.
In a digital transmission, the signal does not pick up stray noise and can
be cleaner than an analog signal.
Because computers use digital information, digital protocols allow telephone

messaging to use the latest technologies available, including greater
integration with electronic messaging, such as fax and e-mail, and desktop
applications. Messages consist of digital parts that contain different media,
including voice, fax, and text.
Digital messages are generally less expensive than analog messages

because no long-distance toll charges are currently associated with the
Internet.
Section B: Messaging networks

In this section
"Networks and messaging" (page 31)
"Network database" (page 33)
"Integrated and open sites" (page 34)
Networks and messaging

Messaging network
Messaging is the exchange of information, a common function of a network.
CallPilot enables networks to function as messaging networks. A messaging
network is a private network, whether data or switch, where users at one
site can send messages to and receive messages from users at other sites.
CallPilot handles voice, fax, and text messages. Digital messaging protocols
must be used for this because analog messaging protocols handle only
voice messages. Messages are sent and received through the telephone,
the computer desktop, or a combination of both.
Message networking transports messages from one messaging server

to another. Note that Network Message Service (NMS) networking uses
the M1/CS1000 MCDN network to deliver calls from remote switches to a
central CallPilot server.
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Sites and connections

A messaging network consists of sites and connections. Connections are
the agreed-upon protocols used between two sites
Figure 4
Network sites and connections.
Definition: Site
In a messaging network, a site consists of a messaging server and a prime
switch location.
The messaging server is the computer that is running CallPilot. The network
database resides on the messaging server.
The prime switch location is the switch that is directly connected to the
messaging server.
NMS site
If a site has NMS implemented, it is called an NMS site. An NMS site
consists of a messaging server, a prime switch location, and up to 999
satellite-switch locations.
Note: Networking with pre-5.0 servers does not fully support 999
satellite locations because these older servers do not recognize location
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Network database 33
IDs greater than 59. For this reason, messages sent from a CallPilot
server that has a location ID greater than 59 to a pre-5.0 server are sent
correctly, but the mailbox information identifies the sending location as
a deleted site. Additionally, users on the pre-5.0 servers are not able
to send to locations with IDs higher than 59.
Figure 5
NMS site.
Implementation is incremental
A messaging network is constructed on top of existing switch and data
networks. It defines a portion of the network that CallPilot uses for
messaging.
To implement a messaging network database is created that contains

information about the sites included in the messaging network and how
they communicate with one another.
Network database
The network database is the foundation of a CallPilot messaging network.
Every site in a CallPilot messaging network has its own network database.
The network database resides on the messaging server. It can hold
information for up to 500 networking sites.
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Contents
The network database for a site contains information about the local site
and all the remote sites with which the local site exchanges messages.
Local site information

A network database contains the following types of configuration information
for the local site:
• local messaging network configuration
• local messaging server
• local prime switch location
• local satellite-switch locations, if an NMS site
Remote site information

A network database also contains the following types of configuration
information for each remote site with which the local site exchanges
messages:
• remote messaging server
• remote prime switch location
• remote satellite-switch locations, if an NMS site
When this information about a remote site is added to a local network

database, it becomes an integrated site.
Network database and the implementation process

When you implement a CallPilot networking solution, you add information to
the network database.
Integrated and open sites

Messaging networks exchange messages with two types of remote sites:
integrated sites and open sites. Whether a remote site is integrated or open
depends on how the local network database is configured.
Integrated site
A remote site is integrated if information about it is added to the local
network database.
Open site
A remote site is open if information about it is not added to the local network
database. In most instances, an open site is a site that is not part of the
private messaging network.
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Integrated and open sites 35
Protocols and open sites

The exchange of messages with open sites is possible through the use
of industry-standard protocols. By using industry-standard protocols,
systems can exchange messages regardless of the hardware platforms.
Communication is possible if both systems use the same protocol.
Two CallPilot protocol implementations exchange messages with open sites:
• AMIS Networking—over a switch network
• VPIM Networking—over a data network
Integrated and open messaging networks

A private messaging network consisting of integrated sites is self-contained
but is built on the infrastructure of switch and data networks, both public
and private. The ability to exchange messages with open sites means that
users can go beyond the integrated network, into switch and data networks,
both public and private.
Exchanging messages in open messaging networks

The concept of open sites does not imply that a user in a private messaging
network can automatically exchange messages with other systems that use
the same industry-standard protocol.
Instead, an open site indicates that there is potential for users at the sites
to exchange messages if they agree to do so and set up their networks to
accept the communication.
When networking solutions that can exchange messages with open sites
are implemented, access to open sites can be restricted.
Combining open and private sites

Many large messaging networks consist of integrated sites but can also
exchange messages with open sites. Within an organization, it may be
important to have messaging capabilities with external sites as well as
internal sites.
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Chapter 4
Understanding CallPilot networking
solutions
In this chapter
"Section C: About CallPilot networking solutions" (page 37)
"Section D: Messaging networks and users" (page 47)
"Section E: Features" (page 53)
"Section F: Networking and other features" (page 56)
"Section G: Networking solution considerations" (page 61)
"Section H: Transmission times and traffic calculations" (page 74)
"Section I: Remote users" (page 78)
Section C: About CallPilot networking solutions

In this section
"AMIS Networking" (page 39)
"Enterprise Networking" (page 41)
"VPIM Networking" (page 42)
"Network Message Service" (page 43)
"Combining networking solutions" (page 44)
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38 Chapter 4 Understanding CallPilot networking solutions
"Connections" (page 45)
"Networking software options" (page 46)
Overview
CallPilot offers a range of coordinated messaging networking solutions that
provide great flexibility and service. In this context, a networking solution is
the Nortel implementation of a messaging protocol.
This guide provides overviews of each networking solution. The overviews

explain how the networking solutions work. The online Help system
provides detailed procedural information about the implementation process
for each solution.
To fully implement a networking solution, you also need access to the

relevant messaging server and switch documentation.
CallPilot networking solutions

CallPilot message networking can be implemented with three different
protocols:
• AMIS
• Enterprise
• VPIM
CallPilot also supports switches that are networked using Network Message
Service (NMS).
These message networking protocols require the CallPilot Networking

software option. NMS requires a separate CallPilot software option.
It is also important to note that Message Networking networks two or more

messaging systems, while NMS networks two or more voice switches to
a common CallPilot.
The following diagram shows a hypothetical network that makes use of all the
available CallPilot networking solutions. Different solutions are implemented
between different sites, depending on the corporate requirements.
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AMIS Networking 39
Figure 6
Multinet EPS diagram
AMIS Networking
AMIS Networking uses the industry-standard analog Audio Messaging
Interchange Specification - Analog (AMIS-A) protocol. With AMIS
networking, users can send messages to any other AMIS-compliant
messaging system either on the local network or (subject to the
Restriction/Permission List) on the PSTN.
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AMIS Networking uses dual-tone multi-frequency (DTMF) tones to send

information and supports voice messages, but it does not support fax and
text messages.
There are two types of AMIS networking: integrated and open.
Integrated AMIS Networking

Integrated AMIS Networking is used to exchange messages with integrated
sites. When a remote site that uses the AMIS protocol is defined within
the local network database, it is called an integrated site. Users sending
messages to other users at integrated sites can use the private network
number addresses. This means they simply address a remote user using
that user’s DN. Additionally, AMIS messages sent and received from an
integrated site can have increased functionality, such as Call Sender.
Open AMIS networking

Open AMIS networking is usually used to exchange messages with sites
that are not part of the private messaging network.
To compose a message to an open AMIS address, the user must enter

the open AMIS prefix, the system access number (SAN) and the mailbox
number.
Features, such as Call Sender are not supported on open AMIS.
Remote sites can use any voice messaging system that supports the AMIS
protocol
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Enterprise Networking 41
Figure 7
AMIS networking.
Note: The functionality of open AMIS Networking is contained within

Integrated AMIS Networking. This means that if you implement
Integrated AMIS Networking, users can also, if allowed, exchange
messages with open sites.
Enterprise Networking
Enterprise Networking uses the Enterprise Networking protocol, a Nortel
proprietary analog networking protocol supported only on Meridian Mail
and CallPilot systems. The Enterprise Networking protocol is based on
proprietary extensions to the AMIS protocol, and as such, offers many
advantages over AMIS Networking.
Enterprise Networking uses dual-tone multi-frequency (DTMF) tones to

send information. Enterprise Networking supports voice messages but does
not support fax and text messages.
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Advantages
The Enterprise Networking protocol offers several advantages over the
AMIS protocol.
Feature AMIS protocol Enterprise Networking protocol

Multiple Sends one Sends a single message to multiple recipients; requires less
recipients message to each system resources and lowers long-distance toll charges
recipient; require
s greater system
resources and
long-distance toll
charges
Message 8-minute 120-minute maximum of all parts, where any individual part
length maximum can be up to 99 minutes in length
Security Uses no special Uses initiating and responding passwords between the
security features sending and receiving sites before exchanging messages
Increased Limited feature Supports additional features such as message privacy,
features availability message read acknowledgments, sending Username and
Subject information, and Names Across the Network.
When networking CallPilot to a Meridian Mail, use Enterprise Networking.

When networking a CallPilot to a non-Nortel messaging system, use
Integrated AMIS.
VPIM Networking
VPIM Networking provides CallPilot with the capability to exchange
multimedia messages using an IP intranet or the Internet. VPIM Networking
can exchange messages with any other system that uses the same data
communications protocol, regardless of vendor. VPIM Networking formats
and sends messages using industry-standard application protocols.
Messages are sent across either a private data network, such as an intranet,
or a public data network, the Internet, for delivery. With VPIM Networking,
users can exchange messages with both open and integrated sites. For
VPIM Networking to work within a private network, the destination must
support VPIM and must be in the local network database.
In addition because VPIM Networking transmits messages over data

networks, the messages do not incur long-distance toll charges.
VPIM supports both Names Across the Network and Enhanced Names
Across the Network.
Open VPIM networking

Open VPIM is used to exchange messages with sites that are not part of the
private messaging network.
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Network Message Service 43
To compose a message to an open VPIM address, the user must enter the
open VPIM prefix, the VPIM shortcut, and the mailbox number.
Features such as "Call Sender" are not supported.
The following diagram shows the block interconnection between a CallPilot

system and other voice mail systems.
Figure 8
VPIM networking
Network Message Service

Network Message Service (NMS) permits one CallPilot messaging server
to provide messaging services to users on more than one switch. The
CallPilot messaging server is directly connected to a prime switch location.
Up to 999 satellite-switch locations can be attached to the prime switch
location. The CallPilot messaging server provides messaging services to all
switch locations.
NMS is transparent to users. A user whose telephone or desktop is

attached to a satellite-switch location can receive the same services as a
user attached to the prime switch location. All users dial the same way
to reach the same services.
NMS networks and NMS sites

The collection of switch locations, connections, and the messaging server
is known as an NMS network. If an NMS network is a site in a private
messaging network, it is called an NMS site.
Note: Networking with pre-5.0 servers does not fully support 999
satellite locations because these older servers do not recognize location
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IDs greater than 59. For this reason, messages sent from a CallPilot
server that has a location ID greater than 59 to a pre-5.0 server are sent
correctly, but the mailbox information identifies the sending location as
a deleted site. Additionally, users on the pre-5.0 servers are not able
to send to locations with IDs higher than 59.
Figure 9
NMS networks and NMS sites
Combining networking solutions

A messaging network can combine several networking solutions. Many
messaging networks are combinations of several solutions at various sites.
In addition, one or more of the sites in a messaging network can be NMS
sites. With this ability to combine networking solutions, you can optimize
your messaging network and create a customized solution for different
business requirements.
However, to exchange messages between any two sites in a messaging

network, both sites must have a common networking solution implemented
and must agree to use it.
Example
The following diagram shows three sites that are part of a larger messaging
network.
• Site 1 has Enterprise Networking, Integrated AMIS Networking, and
VPIM Networking implemented.
• Site 2 has Enterprise Networking and VPIM Networking implemented.
• Site 3 has Enterprise Networking implemented.
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Connections 45
Figure 10
Three sites in messaging network
Sites 1 and 2 can exchange messages using either Enterprise Networking

or VPIM Networking. The sending site is configured as to which protocol to
use to connect to the remote site. Sites 2 and 3 can exchange messages
using only Enterprise Networking.
Connections
A CallPilot system can connect to different systems, depending on the
protocols installed.
CallPilot can be connected to the following systems using the following

networking solutions:
System Networking solution

CallPilot • Enterprise Networking
• VPIM Networking
• AMIS/Integrated AMIS
Networking
CallPilot 100/150 • VPIM Networking
BCM Messaging • VPIM Networking
Norstar* Voice Mail (Release 3 and later) • VPIM Networking
• AMIS Networking
Meridian Mail (Release 11 and later) • Enterprise Networking
• AMIS Networking
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System Networking solution

Meridian Mail (Release 11 and later) with • VPIM Networking
Meridian Mail Net Gateway (Release 1 and
later)
Third-party system (must be compliant) • VPIM Networking
• AMIS/Integrated AMIS
Networking
Third-party systems
If you are connecting a CallPilot system to a third-party system, check the
documentation for that system to ensure that the system is compliant. You
may need to adjust the configuration of a third-party system.
Networking software options

The five networking solutions are available as optional additions to CallPilot
software. Software options are required to make the networking solutions
available.
The following software options are used to enable networking solutions:
Option Action
Networking Enables the following networking solutions:
• AMIS Networking
• VPIM Networking
Enables a maximum of 500 integrated sites.

Note: Enables remote NMS sites to be added to the network
database. Does not allow the local site to be added as an NMS
site.
NMS Enables use of NMS on the local site.

Note: Enables a maximum of 1000 switch locations, including
prime switch location.
Note: When you purchase the networking software option, all

networking solutions, except for NMS, are installed on your site.
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Message types supported 47
Section D: Messaging networks and users

In this section
"Message types supported" (page 47)
"Message lengths" (page 48)
"Telephone users and desktop users" (page 50)
"Teaching users how to use networking" (page 51)
"Non-delivery notifications" (page 53)
Overview
The networking solutions offered by CallPilot are designed to make it easier
for users to exchange messages.
Terminology note
Although users have mailboxes on the CallPilot Server, their telephones are
attached to the switch. Their desktops are on the local area network (LAN).
For convenience, users are said to be on a switch.
Ease of use
When you implement a networking solution, you provide information that the
system uses to make it easy for local users to use networking. While the
implementation process can seem complicated, the end result is a system
that is easy to use. Whenever possible, CallPilot networking is designed so
that users can address a message to a remote site in the same way they
dial that remote site. That is, there are no additional numbers to memorize.
Message types supported

CallPilot networking supports the exchange of different types of messages
and message attachments.
Comparison
The following are the message types supported by each networking solution.
Networking solution Voice Fax Text

AMIS Networking Yes No No
Enterprise Networking Yes No No
VPIM Networking Yes Yes Yes
NMS Yes Yes Yes
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Message type and non-delivery notifications

When users send a message type that is not supported, they receive
non-delivery notifications.
Sending voice messages to external users

When composing a voice message to:
• An Open VPIM address, the voice message is transcoded to G.726 and
delivered to the remote voice mailbox
• An e-mail address using CallPilot desktop or My CallPilot messaging,
the voice message is transcoded to WAV format and delivered to
recipients’ e-mail accounts
Message lengths
Each networking solution supports different system message lengths.
A message consists of the message header, the message body, and all
attachments. A message can contain a mixture of message types, because
each message can be one of different media types: voice, fax, or text.
Note: The Class of Service granted to a mailbox determines the

message length limits that can be sent and received by a user. The
length can be shorter than the system maximum.
Comparison
The following table compares the message lengths supported by each
networking solution.
Approximate
maximum
voice
Networking Approximate length time
solution byte limit limit Notes
AMIS 1.2 Mbytes 8 minutes • Only voice supported
Networking
Enterprise 17.3 Mbytes 120 minutes • Limit of each part is 99 minutes

Networking
• Only voice supported
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Message lengths 49
Approximate
maximum
voice
Networking Approximate length time
solution byte limit limit Notes
VPIM Networking 17.3 Mbytes 120 minutes • Voice, fax, and text supported
• A single part can be 120 minutes
long
• Affected by voice encoding
format used and other factors
NMS 17.3 Mbytes 120 minutes • Same as limit for local messages
Message length and non-delivery notifications

All messages are sent in their entirety. A message that exceeds the length
limit is not broken into smaller units and sent as a series of messages.
If a message exceeds the length limit or is rejected by the receiving system

due to length, the message is not delivered and a non-delivery notification
is sent to the sender.
Length checking
The length of a message is not checked before it is sent, because a
message can be addressed to multiple recipients using different networking
solutions that allow for different maximum message length.
This means that a sender does not know that the limit is exceeded until a
non-delivery notification is received.
A non-delivery notification is sent if an Enterprise Networking message
• exceeds the total limit of 120 minutes, or
• any part of the message exceeds the 99-minute limit
Approximate equivalents
A message can contain a mixture of media. This means that only an
approximate equivalent can be determined from the total bytes of storage
needed for a message.
To determine the approximate length of voice, fax, and test messages, the
following conversion guideline factors are used:
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Voice
144 kbytes = approximately one minute
Fax
41 kbytes = one fax page (normal resolution, standard page size)
Text
• 1 byte = 1 ASCII character
• 2 bytes = 1 Unicode character
Telephone users and desktop users

CallPilot networking solutions support computer telephony.
Computer telephony brings together two communications systems-the

telephone system and the computer system. Merging these systems
offers a rich information channel and a way to improve the capabilities of
two communication systems. However, computer telephony has special
requirements in terms of implementing CallPilot networking.
When you implement a networking solution, much of the configuration is

designed to make networking as transparent as possible for users. That is,
you configure the system so that users address a message to another site
in almost the same way they dial to that site.
Telephone users
Telephone users can use networking features as allowed by the system
administrator.
Desktop users
The desktop is another way for users to access messages. It offers the
same capabilities as the telephone, but can also be used to view fax and
text messages.
If your site has desktop users, there is an impact only on the implementation
of VPIM Networking. For all other networking solutions, the implementation
is the same whether the local site supports telephone users, desktop users,
or both.
Terminology note
Throughout the networking documentation, a distinction is made between
telephone users and desktop users, where necessary. All CallPilot users
have telephone access and use the telephone interface. However, only
some (or perhaps all) users can have desktop access. These users can
use the desktop interface.
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Teaching users how to use networking 51
However, if there is no difference between the actions of the two types of

users or no differences between the functionality they can expect, the term
user applies to both groups.
It is important to remember the distinction between the two types of users

while implementing a networking solution. Some information that you
must provide during implementing applies specifically to telephone users
or desktop users.
Teaching users how to use networking

After you implement CallPilot networking, you must let local users know
how to use it.
During implementation, you specify various access codes and other

information for each remote site that can exchange messages with the local
site. Some of this information must be made available to your local users. It
supplements the information in their user’s guides.
Example
You configure the system with a VPIM Networking access code, 15. This
access code must be entered before a VPIM shortcut to an open site is
entered. You must announce what the code is and when to use it.
Addressing open sites

To exchange messages with open sites, users must know that an open
site uses a compliant protocol and must know how to address users at
that open site.
Example
The following business card provides an open AMIS address and a open
VPIM address, as well as a telephone number
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Figure 11
Business card.
Open AMIS Networking

To exchange messages with a remote open site using the AMIS protocol,
users must know the system access number of that remote site.
Open VPIM Networking

To exchange messages with a remote open site using the VPIM protocol,
users must know the VPIM address of that remote site.
A VPIM address resembles a standard e-mail address, as follows.
• e-mail address: username@institution.com
• VPIM address: 14165975555@institution.com
The composition of a VPIM address creates some problems. Because the

address contains alphabetic, as well as numeric, characters, only desktop
users can enter an Open VPIM address. If local telephone users want to
exchange messages with open sites using VPIM networking, you must
create an Open VPIM shortcut for them.
An Open VPIM shortcut translates an alphanumeric VPIM address into a

numeric address. This enables telephone users to enter VPIM addresses.
See also
For a detailed discussion on addressing VPIM Networking messages and
how VPIM shortcuts work, see Chapter 7 "About VPIM Networking" (page
123) in this guide.
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Overview 53
Non-delivery notifications
If users attempt to use CallPilot in ways that are not supported, they
receive non-delivery notifications. A non-delivery notification provides a
brief description of the reason a message can not be delivered. Usually, a
non-delivery notification contains enough information for a user to identify
and correct a problem without assistance from the network administrator.
Non-delivery notifications and the Event Monitor

Most networking activities that generate non-delivery notifications also
trigger an event listed in the Event Monitor. In this way, the network
administrator can monitor how users are attempting to use the messaging
network.
Too many events indicates that users need additional training on how to use
networking features.
Exception
One activity generates a non-delivery notification for a user but does not
trigger an event.
If a user sends a message to a non-existent mailbox on a remote site,

a non-delivery notification is generated. An event is not triggered even if
several attempts are made to reach this non-existent mailbox.
Users can contact their local network administrator to help resolve the
problem.
See also
For detailed information about the Event Monitor, consult the Maintenance
and Diagnostics Guide for your server.
Section E: Features
In this section
"Enhancements to Meridian Mail capabilities" (page 55)
"Migration from Meridian Mail" (page 55)
Overview
Each CallPilot networking solution supports different features.
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Feature comparisons
The following table lists the CallPilot features that are supported by each
of the networking solutions. Details of these features are available in the
sections that follow.
In the following table, Yes can be qualified. Check the detailed descriptions
for more information.
Feature AMIS Enterprise VPIM NMS

Call Sender Yes * Yes Yes * Yes
Names Across the No Yes Yes n/a
Network
Enhanced Names Across No No Yes n/a
the Network
Name Addressing Yes * Yes Yes * Yes
Personal Distribution Lists Yes Yes Yes Yes
Shared Distribution Lists Yes * Yes Yes * Yes
Multiple Recipients No Yes Yes Yes
Reply To Yes Yes Yes Yes
Reply All No Yes Yes Yes
User-Recorded Personal No Yes Yes Yes
Verification
Administrator-Recorded Yes * Yes Yes * Yes
Personal Verification
Remote Site Spoken Yes * Yes Yes * Yes
Names
Privacy Tag No Yes Yes Yes
Acknowledgment Tag Yes Yes Yes Yes
Urgent Tag Yes Yes Yes Yes
Received Time Announced Yes Yes Yes Yes
Sent Time Announced No Yes Yes Yes
120-Minute Messages No Yes Yes Yes
Sender’s Name (Text) No Yes Yes Yes
Recipient’s Name (Text) No Yes Yes Yes
Message Subject (Text) No Yes Yes Yes
* Not for open addresses.
** Must be supported at both ends.
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Migration from Meridian Mail 55
Feature AMIS Enterprise VPIM NMS

Timed Delivery Yes Yes Yes Yes
Time Zone support No Yes** Yes Yes
* Not for open addresses.
** Must be supported at both ends.
Enhancements to Meridian Mail capabilities

If you are familiar with Meridian Mail, you notice that CallPilot expands and
enhances the networking capabilities offered by Meridian Mail.
CallPilot offers networking enhancements in the following areas:
• site capacity
• steering code capacity
• VPIM Networking
Site capacity
A CallPilot messaging network can contain 500 integrated sites. A Meridian
Mail messaging network can contain 150 integrated sites.
Steering code capacity

CallPilot increases the number of CDP steering codes supported from 50
to 500.
VPIM Networking
VPIM Networking is a new networking solution. Meridian Mail does not
include a digital networking solution. Meridian Mail sites that want to use
digital networking must attach Meridian Mail Net Gateway to their existing
Meridian Mail system.
Note: The Bulk Provisioning feature in Meridian Mail is called AutoAdd

in CallPilot.
For more detailed information, consult the Meridian Mail to CallPilot

Migration Guide (NN44200-502).
Migration from Meridian Mail

If your implementation of a CallPilot networking solution is an upgrade of an
existing Meridian Mail networking solution, you can use the Migration utility
to capture most of the legacy information. The migration utility saves you
time and ensures that information is upgraded accurately and completely.
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Note that because CallPilot provides many enhancements to Meridian

Mail, the migration is not a straightforward transfer of information. Some
information must be modified after migration. Additional information must
be provided.
For detailed information on migrating networking information, consult the

Meridian Mail to CallPilot Migration Guide.
Section F: Networking and other features

In this section
"Shared Distribution Lists (SDL)" (page 56)
"Personal Distribution Lists (PDL)" (page 57)
"Names Across the Network (NAN) and Enhanced Names Across the
Network (Enhanced NAN)" (page 57)
"System trigger mailboxes" (page 60)
Overview
CallPilot networking solutions have special interactions with the following
features:
• Shared Distribution Lists
• Personal Distribution Lists
• Names Across the Network
• Enhanced Names Across the Network
• System trigger mailbox
Shared Distribution Lists

Shared Distribution Lists (SDL) can be used in a messaging network. An
SDL is a list created by a system administrator. It can include both local and
remote users. To be included in an SDL, a remote user must be defined
on the local site.
If a message is sent by a local user to an SDL, all local and remote users
on the list receive the message. In addition, a user at one site can send a
message to an SDL that is defined on another site.
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If a message is sent by a remote user to an SDL on the local system,

only local users in the list receive the message. The administrator can
configure the system so that remote users in the list also receive a copy
of the message.
Example
The following example describes how SDLs are used.
Using SDLs
Sam Hicks in New York wants to send a message to everyone on an SDL
that includes local users and remote users in Boston.
• New York SDL = 2201
Sam composes a message and enters 2201. Users at both sites receive
Sam’s message.
For more information about nested, static, and dynamic shared distribution
lists, see the CallPilot Manager online Help.
Personal Distribution Lists (PDL)

Personal Distribution Lists (PDL) can be used in a messaging network.
As its name implies, a PDL is created and maintained by a user, not an
administrator. A PDL contains the addresses that are used frequently by
a user. The list saves time, because a user does not have to enter each
recipient’s address each time a message is sent.
Network addresses can be included in a PDL. A list can include local
users, remote users, Open AMIS users, Open VPIM users, broadcast
addresses, SDLs (but not other PDLs), and NMS users. Network addresses
are validated. If a network address from a PDL is found to be invalid after a
message addressed with a PDL is sent, the user receives a non-delivery
notification.
Possible causes of invalid network addresses include the following:
• Changes are made to the network configuration. PDLs are not
automatically updated when changes are made.
• The user’s permissions, such as the ability to use AMIS Networking,
are revoked.
Names Across the Network and Enhanced Names Across the

Network
With CallPilot, users can call or address a message by entering a person’s
name. There are two features that make the management of names and
addresses easier for sites using name dialing and name addressing on
networked servers: Names Across the Network (NAN), and Enhanced
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Names Across the Network (Enhanced NAN). Because Enhanced NAN is

an extension of NAN, you must read the sections on NAN in this guide to
fully understand how Enhanced NAN works.
• Names Across the Network (NAN)
The Names Across the Network feature is only available with Enterprise
and VPIM Networking. NAN is not needed with NMS because users
on remote switches are on the same server as local users. Local user
messaging to users on remote switches is completely transparent.
With Names Across the Network, you can reproduce the spoken names
of senders of messages at recipient sites. If a user sends a message to
a user on a remote server and the sender does not exist at the recipient
site as a remote user, the NAN feature adds a temporary remote user
to the site. The information added includes the sender’s text name and
spoken name.
Names Across the Network eliminates the need for a system
administrator to manually add a permanent remote user and record a
spoken name on the user’s behalf.
System administrators can configure the system to handle NAN
according to their needs. System administrators can:
— define whether the local site accepts and stores remote user
information received using Names Across the Network
— define whether the local site sends user information with Enterprise
Networking messages to a particular remote site (VPIM Networking
automatically sends the user information.)
— define which remote sites accept user information from another site
For Enterprise Networking, the ability to configure these definitions is

useful if the local site places calls to remote sites that incur long-distance
toll charges. The administrator can choose to send remote user
information to toll-free sites, but not to sites that incur toll charges.
For VPIM Networking, because messages are transmitted over data
networks, the messages do not incur long-distance toll charges.
For a general description of remote users and how Names Across the
Network works, see "Section I: Remote users" (page 78).
• Enhanced Names Across the Network (Enhanced NAN)
Enhanced Names Across the Network is an enhanced version of the
VPIM networking Names Across the Network feature. Enhanced
NAN is supported only for VPIM networking on CallPilot 5.0 or later
servers. Enhanced NAN offers an automated means of propagating
user information throughout the network. When Enhanced NAN is
enabled on a server, the system automatically sends user information to
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each supported remote server. As a result, each local user becomes

a temporary remote user (TRU) in the database of the remote server.
User information is available on the remote servers for the name dialing
and name addressing feature. When a local user’s name, mailbox, or
personal verification (PV) is changed, the change is automatically sent to
remote VPIM servers. Also, if a local user is deleted, the corresponding
remote user is deleted from the remote VPIM servers.
In summary, Enhanced NAN overcomes two limitations of NAN.
Enhanced NAN:
— adds and updates user information automatically on a remote server
— a user deleted locally is automatically deleted from the remote server
Note: Both NAN and Enhanced NAN propagate only local user
information on the remote server. They do not propagate SDL,
Directory Entry, or Non-User information.
The following table outlines the differences between NAN and Enhanced
NAN based on selected variables.
Variable Names Across the Network Enhanced Names Across

(NAN) the Network (Enhanced
NAN)
How users are added to a A user is only added as a Users are added automatically.
remote server remote user on a remote
server if users compose a
network message to the
remote site. One way to
overcome this is by requesting
users to send a message to
each remote site when they
first join the company.
How updates (additions, While NAN adds and updates Adds, updates, and deletes
modifications, and deletions) remote users, it does not remote users when users are
are made to remote user support deletions. Therefore, added, updated, or deleted on
profiles the administrator must delete the remote servers. Whenever
the remote users aafter a user a local user’s name, mailbox,
leaves the company. or PV is changed, the change
is automatically sent to remote
VPIM servers.
Note: An administrator can
add, modify, and delete TRUs.
However, if the Enhanced
NAN feature is on, all changes
are overwritten during a
synchronization.
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Variable Names Across the Network Enhanced Names Across

(NAN) the Network (Enhanced
NAN)
NAN propagates more Enhanced NAN ensures that
information than the Enhanced each local user is maintained
NAN feature. NAN ensures as a Temporary Remote
that each local user is User (TRU) on all supported
maintained as a Temporary remote servers. TRUs only
Remote User (TRU) on all contain a small subset of
supported remote servers. the local user information.
TRUs only contain a small Specifically, a TRU requires
subset of the local user the following information: First
information. Specifically, a Name, Initials, Last Name,
TRU requires the following Mailbox , NMS location, and
information: First Name, personal verification (PV).
Initials, Last Name, Mailbox, The TRU Extension DN 1
NMS location, and personal and Callback DN are actually
verification (PV), TRU created dynamically at the
Extension DN 1, and Callback remote server using the dial
DN. plan defined on the remote
site.
CallPilot version support Remote servers must be Remote servers must be
running CallPilot 2.0 or higher. running CallPilot 5.0 or higher.
Synchronization of user With NAN, user information User information is
information is not automatically automatically synchronized
synchronized. A user is only when Enhanced NAN is
added as a TRU on a remote enabled.
server if he or she composes
a message to that site. Also,
a user deleted locally is not
automatically deleted from the
remote server.
System trigger mailboxes

A system trigger mailbox is a mailbox defined by the system administrator
for a specific purpose.
Two types of system mailboxes are used by networking:
• Alarm mailbox : An alarm mailbox receives messages generated by
errors. You specify the type of error messages that are placed in the
alarm mailbox.
• Broadcast mailbox : A mailbox that is assigned the rights to send
network broadcasts
In an NMS network, system mailboxes exist on the prime switch, not on a

satellite-switch.
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General messaging network considerations 61
See also
For more information about system mailboxes, see Chapter 6 "Network
and location-specific broadcast messages" (page 111) and the CallPilot
Manager online Help.
Section G: Networking solution considerations

In this section
"General messaging network considerations" (page 61)
"AMIS Networking features" (page 62)
"Enterprise Networking features" (page 65)
"VPIM Networking features" (page 68)
"Network Message Service (NMS) features" (page 71)
"NMS dialing restriction scenarios" (page 72)
Overview
You must keep some important considerations in mind when implementing
CallPilot networking solutions. Understanding these considerations before
implementation helps you recognize what functionality to expect from each
The two main types of considerations are as follows:
• general—apply to all networking solutions
• specific—apply to a particular networking solution
General messaging network considerations

General considerations that apply to all messaging solutions must be
considered when planning a network.
Number of sites
CallPilot supports a maximum of 500 integrated sites.
Channels supported
AMIS and Enterprise networking protocols use voice channels. VPIM
protocol does not generate traffic on voice channels because it uses the
IP network.
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Delivery sessions
The maximum number of simultaneous delivery sessions to a single remote
site depends on the networking solution.
This networking solution supports

AMIS Networking up to five sessions.
Enterprise Networking up to five sessions.
VPIM Networking up to 10 sessions outgoing.
up to 10 sessions incoming.
Other considerations
In addition to these general considerations, each networking solution has
specific considerations that must be kept in mind. These are described in
the following sections.
AMIS Networking features

The following table lists the CallPilot features that are or are not supported
by AMIS Networking.
CallPilot
feature Supported Notes
Call Sender Integrated Call Sender can be used for both call
only answering and composed messages from
Integrated AMIS Networking users if
• the mailbox numbering plan follows the

dialing plan, or
• a remote user is added for the network
user
Note: Call Sender is not supported in a mixed

ESN, CDP, or MP dialing plan.
Names No
Across the
Network
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AMIS Networking features 63
CallPilot
Enhanced No
Names
Across the
Network
Name Addre Integrated This feature is available if users at the remote
ssing only site are defined as remote users at the local
site.
Name Dialin Integrated This features is available if users at the remote
g only site are defined as remote users at the local
site.
Personal Yes Integrated AMIS Networking addresses can
Distribution be included in a PDL.
Lists
Shared Integrated A remote user is required. A network address
Distribution only cannot be entered into the shared distribution
Lists list unless the address corresponds to a
remote user.
Multiple No
Recipients
Reply To Yes
Reply All No A message has only one recipient.
Users Actual No The user’s actual personal verification is not
Personal carried across sites.
Verification
Administrato Integrated The administrator can record a personal
r-Recorded only verification for remote users who are defined
Personal at the local site.
Verification
Remote Integrated A spoken name can be recorded for each
Site Spoken only remote switch location when configuring the
Names remote site maintenance screen.
Private Tag No AMIS does not support private message tags.
For this reason, messages tagged as private
are returned to the sender with a non-delivery
notification.
Acknowledg Yes Acknowledgment tags indicate that the
ment Tag message was delivered to the remote system,
not that it was listened to.
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CallPilot
Urgent Tag Yes Users can tag a message as urgent, and the
system treats it as urgent for the prioritizing of
delivery. However, the recipient of an urgent
message does not know it was tagged as
urgent.
Economy Yes Users can tag a message as economy, and the
Tag system treats it as economy for the prioritizing
of delivery. However, the recipient of an urgent
message does not know it was tagged as
economy.
Received Yes The time when the message was deposited
Time Anno into the mailbox is announced to the recipient.
unced
Sent Time No
Announced
120-Minute No Message body length is limited to eight
Messages minutes. Messages longer than eight minutes
are not sent, and a non-delivery notification is
sent to the originator.
Sender’s No
Name (Text)
Recipient’s No If the recipients are defined as remote users,
Name (Text) their names are provided.
Message No
Subject
(Text)
Sender’s No
Department
Timed Yes
Delivery
Time Zone No
Support
Mailbox length
For AMIS Networking, mailboxes cannot exceed 16 digits.
Message handling
AMIS Networking delivers all messages in their entirety or not at all.
Messages are never delivered in part. A non-delivery notification (NDN)
indicates that no part of the message was received.
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The considerations described in "General messaging network
considerations" (page 61) also apply to AMIS Networking.
Enterprise Networking features

by Enterprise Networking.
CallPilot
Call Sender Yes Can be used for both call answering
and composed messages from network
users if
• the calling line identification (CLID)

is present in the message, or
• the mailbox numbering plan follows
the dialing plan, or
• a remote user entry is added for
the network user
Names Across Yes

the Network
Enhanced No
Names Across
the Network
Name Addressi Yes Name addressing is available if users
ng at the remote site are defined as
remote users at the local site. This
can be done automatically with Names
Across the Network or manually by the
administrator.
Personal Yes This feature is available if users at
Distribution the remote site are defined as remote
Lists users at the local site, which can be
done by Names Across the Network.
Shared Distribu Yes A remote user is required. A network
tion Lists address cannot be entered into the
shared distribution list unless the
address corresponds to a remote user.
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CallPilot
Multiple Yes The Enterprise Networking message
Recipients contains all the recipients of the
message who are at integrated sites.
Recipients at open sites are not
included.
Reply To Yes This feature can be used with all
network messages. It can also be
used with call answering messages
left by network users if the calling line
identification (CLID) is present on the
message and all other conditions listed
for Call Sender are met.
Reply All Yes This feature works with all recipients
at integrated sites. It does not include
recipients at open sites.
User’s Actual Yes The user’s personal verification is
Personal played to callers in voice messaging
Verification scenarios if recipients are defined as
remote users at the local site. AutoAdd
or Names Across the Network can
be used to create the user’s personal
verification.
Administrator- Yes The administrator can record a
Recorded personal verification for remote users
Personal who are defined at the local site.
Verification
Remote Site Yes A spoken name can be recorded for
Spoken Names each remote site when configuring a
remote site.
Private Tag Yes Messages tagged as private are
announced to the recipient and may
not be forwarded by the recipient to
anyone else.
Acknowledgme Yes Acknowledgment tags result in a
nt Tag message to the sender indicating that
the message was actually listened to.
Urgent Tag Yes Messages tagged as urgent trigger
urgent-related features, such as
Remote Notification or Message
Waiting Indication. Urgent messages
are treated with priority for transmission
as determined by the scheduling
parameters.
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CallPilot
Economy Tag Yes
Received Time Yes The time when the message was
Announced deposited into the mailbox is
announced to the recipient. The time
reflects the time zone of the recipient.
Sent Time Yes The sent time announced to the
Announced recipient reflects the time zone of the
sender, not the recipient.
120-Minute Yes Enterprise Networking supports
Messages messages containing up to 120
minutes of voice, including any
attachments.
Sender’s Name Yes Only supported if American English
(Text) character set (ASCII 32-126) used.
Recipient’s Yes If the recipients are defined as remote
Name (Text) users, their names are provided.
Only supported if American English

character set (ASCII 32-126) used.
Message Yes Only supported if American English

Subject (Text) character set (ASCII 32-126) used.
Sender’s No
Department
Timed Delivery Yes Any message can be tagged for future
delivery.
Message body length

The maximum length of an Enterprise Networking message, including the
voice recording and all attachments, is 120 minutes. Any single part of the
message can be up to 99 minutes in length.
The length of an Enterprise Networking message is not restricted by the

number of recipients.
Message handling
Enterprise Networking delivers all messages in their entirety or not at all.
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considerations" (page 61) also apply to Enterprise Networking.
VPIM Networking features

by VPIM Networking.
CallPilot
Call Sender Yes Supported for messages to integrated
sites only.
Can be used for both call answering and

composed messages from network users
if
• the calling line identification (CLID) is

present in the message, or
• mailbox addressing follows dialing
plan for the remote site, or
• a remote user entry is added for the
network user
Names Yes
Across the
Network
Enhanced Yes
Names
Across the
Network
Name Yes A remote user must be defined.
Addressing
Personal Yes A remote user must be defined.
Distribution
Lists
Shared Yes A remote user must be defined.
Distribution
Lists
Multiple Yes Recipients to non-VPIM sites are not
Recipients included in the VPIM message.
Reply To Yes
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VPIM Networking features 69
CallPilot
Reply All Yes Replies are sent to the VPIM recipients of
the message only.
User’s Actu Yes
al Personal
Verification
Administrato Yes A remote user must be defined.
r-Recorded
Personal
Verification
Remote Yes To integrated VPIM sites only.
Site Spoken
Names
Private Tag Yes Messages tagged as private are
announced as such to the recipient.
Private messages can be forwarded.
Acknowledg Yes Acknowledgment tags result in a message
ment Tag to the sender indicating that the message
was actually listened to.
Urgent Tag Yes Messages tagged as urgent trigger
urgent-related features, such as
Remote Notification or Message Waiting
Indication. Messages tagged as urgent
are announced as such to the recipient.
Economy Yes
Tag
Received Yes
Time Anno
unced
Sent Time Yes Sent time is converted to the recipient’s
Announced local time zone and is expressed in local
time.
120-Minute Yes Length is restricted only by memory
Messages available on the mail server and other
factors.
Sender’s Yes Only supported if American English
Name (Text) character set (ASCII 32-126) used.
Recipient’s Yes Only supported if American English
Name (Text) character set (ASCII 32-126) used.
Message Yes Only supported if American English
Subject character set (ASCII 32-126) used.
(Text)
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CallPilot
Sender’s No
Department
Timed Yes
Delivery
Planning and engineering considerations

The following issues must be considered for VPIM Networking
implementation:
• impact of VPIM on the local area network (LAN)
• message handling capabilities (throughput)
• message queuing capacities
• message delivery times
LAN load
The VPIM Networking protocol requires an average of 180 kbytes of data
per second of voice to transport a voice message over the IP network.
The peak load on the IP network is equal to the "pump rate" of the SMTP
delivery process. The pump rate is independent of the aggregate number of
SMTP connections on allocated IP ports (specified as five inbound and five
outbound). Rather, the pump rate is dependent more on of contention of the
SMTP service with other services for CPU and disk resources.
When VPIM is compared to four active Enterprise Networking channels, the

equivalent data rate imposed on the IP Network by VPIM is 21 kbytes per
second (less than 1 percent of 10BaseT bandwidth).
Message handling
VPIM Networking delivers all messages in their entirety or not at all.
considerations" (page 61) also apply to VPIM Networking.
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Network Message Service (NMS) features 71
Network Message Service (NMS) features

by NMS.
CallPilot feature Supported

Call Sender Yes
Names Across the Network n/a
Enhanced Names Across the Network n/a
Name Addressing Yes
Name Dialing Yes
Personal Distribution Lists Yes
System Distribution Lists Yes
Multiple Recipients Yes
Reply To Yes
Reply All Yes
User’s Actual Personal Verification Yes
Administrator-Recorded Personal Verification Yes
Remote Site Spoken Names Yes
Private Tag Yes
Acknowledgment Tag Yes
Urgent Tag Yes
Received Time Announced Yes
Sent Time announced Yes
120-Minute Messages Yes
Sender’s Name Yes
Recipient’s Name (Text) Yes
Message Subject (Text) Yes
Sender’s Department Yes
Deferred Delivery Yes
Name of recipient (Text)

This feature is available for use if it is implemented on the local system. This
feature is not available if the recipient is a user at a remote site and is not
defined as a remote user.
Signaling
NMS has the following signaling considerations:
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ISDN signaling
NMS uses the signaling capabilities of the ISDN primary rate access
(ISDN PRA) and ISDN signaling link (ISL) to provide messaging servers.
Therefore, NMS is subject to the assumptions and considerations of the
ISDN Network Numbering Plan Enhancement feature.
If a non-PRA or -ISL trunk is involved in an NMS call, NMS is not supported,

because the original called number and calling party number are not sent.
Virtual signaling
Virtual signaling is used between the prime switch and the satellite-switches
to:
• turn the Message Waiting Indicator (MWI) on and off at a user’s
telephone
• transport necessary call information for a networked voice messaging
feature, such as Call Sender
These capabilities are supported by using ISDN non-call associated

transaction messages.
End-to-end signaling
End-to-end in-band signaling (EES) is required to access CallPilot features
from a satellite-switch.
ISDN Network Call Redirection

NMS is based on the Network Call Redirection (NCRD) features of the
switch. Therefore, NMS is subject to the assumptions and considerations of
the NCRD features.
Dialing plans
NMS supports the following dialing plans:
• Electronic Switched Network (ESN)
• Coordinated Dialing Plan (CDP)
• hybrid dialing plan, which combines ESN and CDP
NMS does not support another dialing plan, such as the public switched
telephone network (PSTN).
NMS dialing restriction scenarios

A uniform dialing plan is required for an NMS network. This requirement has
important implications for implementing an NMS network and can require
the reconfiguration of an existing dialing plan.
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NMS dialing restriction scenarios 73
The uniform dialing plan requirement applies in the following scenarios:

• calls to other users in the NMS environment
• calls to other users in the private messaging network but not part of the
local NMS network
• calls to public switched telephone network (PSTN) users beyond the
private messaging network
Dialing restrictions for calls within an NMS network

Dialing among all users on all switches in an NMS network must be done
uniformly, but the ESN access code may be different.
Dialing restrictions for calls within a private messaging network

A uniform dialing plan is also necessary when an NMS network is a site in
a larger private messaging network and the local users dial remote switch
locations in the messaging network.
Dialing from all users on all switches in an NMS network to a remote site
in the private network must be done uniformly, but the ESN code may be
different.
Dialing restrictions for calls beyond the private messaging network

A uniform dialing plan is also necessary when local NMS network users
call PSTN destinations.
The PSTN access code must be the same on all NMS locations.
Implications
Dialing plan restrictions for calls beyond the private messaging network
have important implications for implementing an NMS network.
For all switches in an NMS network to dial PSTN destinations in the same
way, the following must occur:
• All switches in the NMS network must be in the same area code.
• All switches must be located close to one another.
• All switches must use the same prefixes to reach the PSTN.
If these requirements are not met, when a user in the NMS network dials
a PSTN destination using features such as Thru-Dial, Call Sender, and
Remote Notification, the system operation may not be as expected.
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All switches must be in the same country and area/city code

For example, switch A is in the 416 area/city code, and switch B is in
the 905 area code. To dial from switch A to (416)597-1234, a user dials
95971234. However, a user on switch B must dial 614165971234. NMS is
not supported in this environment.
All switches must be close to one another

For example, to reach the PSTN number (905)555-1234, a user on switch
C can dial 619055551234. A user on switch D, however, can only dial
95551234. Because the switches have different local and long-distance
dialing areas and use different dialing formats to reach the same PSTN
number, the dialing plan is not uniform. NMS is not supported in this
environment.
All switches must use the same prefixes to reach the PSTN
All switches in the NMS network must use the same local, long-distance,
and international dialing prefixes. If for example, users at switch E dial 61 for
long distance and users at switch F dial 71, the dialing plan is not uniform
and NMS is not supported.
Section H: Transmission times and traffic calculations

In this section
"Message transmission times for analog protocols" (page 75)
"Transmission times for messages containing text information" (page 76)
"Transmission times for messages with Names Across the Network" (page
77)
"Traffic considerations for VPIM Networking messages" (page 78)
Overview
Transmission time is the length of time it takes to transmit a message.
Transmission times are an important consideration in networking, especially
if long-distance toll charges are incurred when messages are sent to remote
sites.
Factors affecting transmission times

Transmission times depend on several factors, including the following:
• the protocol used
• the number of recipients
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Message transmission times for analog protocols 75
• whether recipients are at the same site or different sites

• the length of the message body
• whether the message contains remote user information for the Names
Across the Network feature
Digital networking
The transmission times of digital messages depend on the amount of traffic
on the network and the network connection bandwidth.
Transmission time concerns

The two types of transmission time concerns are as follows:
• general issues that affect all CallPilot networking solutions
• issues that are specific to the nature of the message being sent
Message transmission times for analog protocols

The amount of time that a voice channel is used to transmit a networking
message depends on the networking solution being used.
Assumptions
The following discussion of message transmission times in a messaging
network is based on these assumptions:
• A network consists of three sites.
• Five percent of recipients of composed messages are remote.
• The average message contains 40 seconds of voice.
• Communication patterns among sites are symmetrical.
AMIS Networking messages

AMIS Networking messages are transmitted separately for each recipient
(for example, a message to ten recipients is transmitted ten times).
NMS messages
Within an NMS network, messages are not transmitted. All users on the
switches that make up the NMS network are added as mailbox users on the
CallPilot server. The CallPilot server functions as the message center for
the NMS network. When a message is sent to one or more users within an
NMS network, the message is deposited into each recipient’s mailbox.
Transmission time comparisons

The following tables compare the transmission times when:
• All recipients are at the same site.
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• There is one recipient at each site in the network.
All recipients at the same site

Number of recipients AMIS
at receiving site Networking Enterprise Networking
1 recipient 54.4 seconds 76 seconds
10 recipients 544 seconds 111 seconds
50 recipients 2720 seconds 262 seconds
One recipient at each site

AMIS
Number of sites Networking Enterprise Networking
1 site 54.4 seconds 76 seconds
10 sites 544 seconds 760 seconds
66 sites 2176 seconds 3040 seconds
See also
For more detailed information on traffic calculations, consult the Planning
and Engineering Guide (NN44200-200).
Transmission times for messages containing text information

VPIM Networking and Enterprise Networking can transmit the following text
information with a message:
• sender name
• all recipient names
• message subject
CallPilot displays this information on the recipient’s desktop.
VPIM Networking
Transmitting this information over a digital network with VPIM Networking
has no real impact on transmission times.
Control of text information transmission

With Enterprise Networking, text information can take much longer than
VPIM Networking to deliver.
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Transmission times for messages with Names Across the Network 77
You can define the sites to which text information can be sent. This is
useful when the local site is exchanging messages with sites that incur
long-distance toll charges. You can choose to send text to toll-free sites, but
not to sites that incur long-distance toll charges.
Text information transmission times

The sender’s and the recipient’s names can be included as text in a
message. Each name can consist of up to 19 characters. Each character
requires two DTMF tones. Based on five DTMF tones per second, it can
take as long as 7.8 seconds to transmit a single name.
Transmission times comparison

The following table compares the transmission times of a standard message
and a message that includes text.
Number of Standard Enterprise

recipients at message Networking
receiving (in message VPIM Networking
site seconds) with text message with text
1 76 89.6 seconds Not applicable
Transmission times for messages with Names Across the Network

The Names Across the Network feature is available with Enterprise
Networking and VPIM. This feature provides the ability to have the spoken
name of a message sender reproduced at the recipient site. The user at
the remote site is added to the local network database and becomes a
remote user.
The Names Across the Network feature adds the sender’s spoken name
to the message body.
When Names Across the Network information is sent

When an Enterprise Networking or VPIM message is sent, the sending and
receiving sites negotiate whether spoken names are to be sent.
If the system administrator of the receiving site configured the site to receive
Names Across the Network, the sending site includes the spoken name with
the message. If the system administrator of the receiving site configured the
site not to receive Names Across the Network, the sending site does not
send the spoken name. This results in a shorter transmission time.
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For detailed information on Names Across the Network and remote users,
consult Chapter 12 "Configuring local and remote networking sites" (page
223) in this guide.
Traffic considerations for VPIM Networking messages

Traffic calculations
It is difficult to provide precise measurements for VPIM Networking traffic.
Performance depends on the total CallPilot server load at any given
moment. However, some indication of capacity can be provided.
Assumptions
These measurements are based on the following assumptions:
• The maximum number of messages created each minute is 96 for the
entire CallPilot system.
• Networking traffic does not exceed 10 percent of total data network
traffic. Therefore, VPIM Networking is designed to handle approximately
ten messages every minute.
• The average message length is 30 seconds.
Traffic calculations
The preceding assumptions lead to the following average traffic load on
the IP network:
10 * 30 * 4 kbyte/60 s = 40 kbyte/s
The practical bandwidth of a typical LAN is approximately 1 Mbyte/s. This is

sufficient to support a network data rate of 40 kbyte/s.
Note: Peak traffic loads from VPIM can significantly exceed the
average, is a message is sent to a large distribution list with recipients
on many different messaging systems.
Section I: Remote users

In this section
"Temporary remote users" (page 80)
"Permanent remote users" (page 81)
"How remote users are added" (page 81)
"How remote users are deleted" (page 83)
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Overview 79
"Considerations when using NAN with Enterprise Networking " (page 83)
"Synchronizing user information across networked servers for Enhanced

NAN" (page 86)
Overview
Definition: Remote user
A remote user is a messaging user whose mailbox resides on a remote
messaging system, is networked to the local site, and who is added to
the directory of the local site. The presence of remote user information
in the local system enables local users to message with the remote user
transparently, as if they were also a local user on the same system.
It is important to distinguish between a remote user and a user at a remote

site. A remote user is added to your database. A user at a remote site is
not added to your database.
Benefits
There are many benefits to adding users from remote sites as remote users
to the local site, including the following:
• When a user at the local site addresses a message to a remote voice
user, the remote voice user’s personal verification (spoken name) is
played.
• Local users can use the Name Dialing and Name Addressing features to
call and compose messages to remote voice users.
• While listening to a voice message left by a remote voice user, a local
user can use Call Sender to call back the originator of the message
immediately.
• External callers can name-dial remote voice users if this feature is
enabled.
• Remote voice users can be added to system and personal distribution
lists.
Example
Patricio Simpson is a local user at your office in Buenos Aires. Maria Andres
is a user at the Berlin office. Maria is added to the local site as a remote user.
Patricio can use name addressing when composing a voice message to

Maria. During message addressing, he hears Maria’s spoken name as a
verification of the mailbox number he entered.
When Patricio listens to a voice message from Maria, he presses 9, Call

Sender, to call Maria back.
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Status of remote users

You can grant a remote user temporary status or permanent status, and the
status can be changed as required.
The status that you grant to a remote user determines not only how the
remote user works with the system. The status also determines, in part,
how you administer the remote user.
Temporary remote user status

Temporary remote users are created by the NAN and Enhanced NAN
features, and are managed by the system. When system resources for
remote users become limited, CallPilot automatically deletes the temporary
remote users who are inactive for a long time. This ensures that system
resources are available to active users.
Permanent remote user status

Permanent remote users remain on your local system until you decide to
manually delete them. Permanent remote users require more administration
than temporary remote users.
Temporary remote users

A temporary remote user is a remote user who can be removed from the
network database automatically.
When a remote user is granted temporary status, the remote user’s position
in the network database is determined by that user’s activity and the needs
of the system. If the system must delete some temporary remote users, it
selects those users who are inactive for the longest time. The temporary
status simplifies the administration of remote users, because they can be
added and deleted automatically by the system.
Temporary remote user capacity

With CallPilot 5.0, the number of temporary remote users that can be added
to the system is limited to a maximum of 35 000 remote users for the 201i,
and 70 000 remote users for the 600r, 703t, 1002rp, and 1005r. The system
accepts more than the maximum of 70 000 users during the day, however,
temporary remote users in excess of 70 000 are automatically removed
during the nightly audit.
Example
Your system currently has 69 990 temporary remote users. During the
day, the system receives 40 additional temporary remote users. These
are accepted by the system, and 70 030 remote users are able to use
the system during that day. However, during the nightly audit, the system
removes 30 temporary remote users, based on their time stamp records.
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How remote users are added 81
Time stamps and nightly audits

Every remote user has a time stamp, which is a record of the user’s activity.
An initial time stamp is created when a remote user is originally added to
your local database. The time stamp is updated automatically when:
• the user is modified through User Administration
• a networking message is received from the remote user
• a remote voice user’s personal verification, or mailbox number, is played
The nightly audit removes temporary remote users when the total number
exceeds the system capacity of remote users. Remote users with the oldest
time stamps are deleted.
Protecting a temporary remote user from deletion

To ensure that a specific temporary remote user is not deleted from the
database during the automatic nightly audits, you must change that user’s
status from temporary to permanent.
Permanent remote users

A permanent remote user is created by an administrator on the local system
and remains there until manually deleted. Therefore, permanent remote
users require more administration than temporary remote users. They
must be manually maintained. The nightly audit, which automates much
of the routine administration of temporary remote users, does not affect
permanent remote users.
Because they take up system resources, permanent remote users should
be active users. If a permanent remote user is not active, change the user’s
status to temporary and let the system automatically maintain the user’s
status.
There are two ways to verify when a remote user was last active:
• Check the last Access Time box in the View/Modify Remote Voice User
dialog box.
• Use the Find function, and list all permanent remote voice users.
Remote users can be selected and modified from the List dialog box.
How remote users are added

There are three ways to add remote users to your local database:
• Names Across the Network (NAN)
• Enhanced Names Across the Network (Enhanced NAN)
• User Administration
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You can use either NAN or Enhanced NAN, along with user administration
to add and administer remote users, depending on your particular needs.
Names Across the Network

Names Across the Network is a feature that automatically adds and
maintains temporary remote users to a local database.
Temporary remote users are automatically added to the local system after
they send messages to the local site if both the remote system and the local
system are configured for Names Across the Network. Names Across the
Network adds a temporary remote user to the local site after a user at a
remote site sends a network message to a user at the local site. The remote
user information is taken from the header of the message that is received.
The setting to add remote users with Names Across the Network is on the
Messaging Network Configuration dialog box for your local messaging
server. This setting controls your local server. You must coordinate with the
system administrator of each remote site with which you want to enable
Names Across the Network.
Enhanced Names Across the Network (Enhanced NAN)

After you enable Enhanced NAN on a server, it automatically sends user
information to each supported remote server. As a result, each local user
becomes a temporary remote user (TRU) in the database of each remote
server. This makes user information available on the remote servers for
the name dialing and name addressing features, as well as for spoken
name verification. When there are changes to a local user’s name, mailbox
number, or personal verification, or if the user is deleted, these changes are
automatically updated on remote servers.
In summary, Enhanced NAN overcomes two limitations of NAN. Enhanced
NAN:
• adds and updates user information automatically on a remote server
• a user deleted locally is automatically deleted from the remote server
User Administration
User Administration is used to add both temporary and permanent remote
users. It is an entirely manual process that must be repeated for each
individual user that you want to add or delete. It is the most appropriate
method to use when you want to perform basic administration and
maintenance on just a few users, but it is not practical when you are initially
setting up your system and adding many remote users.
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How remote users are deleted

There are three ways to delete a remote user from the local system:
• User Administration
• Nightly audits
• Enhanced Names Across the Network
Note: With Enhanced NAN, the system also deletes a remote user
if a sender of a message receives a Non Delivery Notice (NDN)
showing that the remote user no longer exists.
User Administration
You can remove either permanent or remote users manually, one at a time,
through User Administration. Permanent remote users remain on the local
system until they are deleted in this way.
Use a flat file to create or delete large numbers of remote users in a batch.
Refer to the Administrators Guide (NN44200-601).
Nightly audits
Nightly audits are performed to ensure the temporary remote voice user
database does not exceed its limit. When the number of temporary remote
users exceeds the capacity of the system, the oldest temporary remote
users, indicated by their time stamps, are removed automatically.
Enhanced Names Across the Network

If Enhanced NAN is enabled, after a user is deleted locally, the
corresponding user is automatically deleted from each remote server.
Considerations when using NAN with Enterprise Networking

When you use NAN with Enterprise Networking, you can control incoming
and outgoing messages separately. A temporary remote user can be added
after:
• a local user addresses a message to a user at a remote site
• a user at a remote site addresses a message to a local user
When you select Names Across the Network for incoming messages, you
add temporary remote users from all sites in the messaging network.
However, because outgoing messages must carry additional information
with them, resulting in longer transmission times, you can select Names
Across the Network for outgoing messages for individual sites. For example,
you can select the feature for outgoing messages to a site that does not
incur long-distance toll charges, but disable the feature for a site that incurs
these charges.
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Example 1
The following example shows a messaging network consisting of five sites:
Figure 12
Five site message network.
As the local administrator of the Helsinki site, you set your system to receive
Names Across the Network. You receive messages from all other sites.
However, when configuring information about the remote servers in your
local database, you clear the Send User Info to this server option for the
sites to which you do not want to send remote user information. In this case,
you do not want to incur the extra long-distance toll charges associated with
Names Across the Network. Therefore, you clear the Send User Info to this
server option for Cairo and Paris.
However, Names Across the Network is also affected by the way the network
administrator at a remote site configures the system.
Example 2
In the following example, the network administrator in Lammi decides to
disable the Send User Info to this server option when configuring the
Helsinki remote server in the local messaging database. This means
that even though you are willing to receive Names Across the Network
information from Lammi, it is not sent to your site in Helsinki.
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Figure 13
Helsinki to Lammi remote settings
In this case, when a user from Helsinki sends a message to a user in Lammi,
the Helsinki user is not added to the Lammi database as a remote user.
Considerations - NAN and Enhanced NAN

NAN and Enhanced NAN have the following considerations:
• For NAN, users at remote sites are added to your system as temporary
remote users only after messages are received from them. Users at
remote sites who do not send network messages are not added, even if
messages are sent to them.
• For both NAN and Enhanced NAN the following applies:
— Operational measurements are not collected for remote users.
— If the sender’s site does not have mailbox numbers that match the
dialing plan, the Call Sender and Name Dialing features are not
available.
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• For NAN with Enterprise Networking, only 17 characters of the remote

voice user’s text name are sent.
IF THEN
the first and last names are 17 the first and last names of the user
characters or less are sent.
the initials and last name are 17 the initials and last name of the user
characters or less are sent.
Outgoing networking sessions (NAN with Enterprise Networking only)

When the local site initiates a networking session to a remote site, the two
sites negotiate whether spoken names are sent. This negotiation occurs as
follows:
IF THEN
the local site chooses to send spoken the local site includes the sender’s text
names and the remote site selected and spoken name with each message.
the Receive User Info from the remote The remote site adds or updates the
servers option sender’s remote user information.
the local site chooses not to send the local site does not include the
spoken names and/or the remote site spoken names for the senders. The
did not selected the Receive User Info remote site does not add or update
from the remote servers option the sender’s remote user information.
Time stamps updated

After a message is received from a user who exists in the local database as
a temporary remote user, the time stamp of the remote user is updated with
the current date and time.
See also
For detailed information about user templates and how to add users, see
CallPilot online Help.
Synchronizing user information across networked servers for

Enhanced NAN
CallPilot automatically synchronizes user information between all sites.
Automatic synchronization occurs whenever the following happens:
• the Enhanced NAN feature is enabled for the first time
• the server is restarted
• a new remote server is added, or is changed to VPIM networking
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Synchronizing user information across networked servers for Enhanced NAN 87
• you select the Send User Info to this server check box for a remote
server in your network tree
• during the nightly audit (one server is synchronized per night in a
rotating cycle)
If the Enhanced Names Across the Network (NAN) feature for networked
servers is enabled, you can also manually synchronize information for
temporary remote users (TRUs) between the local server and remote
servers. Nortel recommends manual synchronization when the data is
corrupted or needs to be rebuilt. Manual synchronization requires a lot of
data to be transferred but because Enhanced NAN synchronization is given
a lower priority than VPIM traffic, there is no impact to users.
To check the last time a remote server was synchronized, or to synchronize

user information across networked servers, see Call Manager online Help.
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Chapter 5
Dialing plans and networking
In this chapter
"Section J: About dialing plans and networking solutions" (page 89)
"Section K: Dialing plan information" (page 103)
Section J: About dialing plans and networking solutions

In this section
"Uniform dialing plans" (page 91)
"Non-uniform dialing plans" (page 92)
"ESN dialing plan" (page 94)
"CDP" (page 96)
"Hybrid dialing plan (ESN and CDP combined)" (page 99)
"Another dialing plan" (page 100)
"Dialing plans and addressing plans" (page 100)
"Modifying dialing plan information" (page 101)
"Modifying CDP steering codes" (page 102)
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90 Chapter 5 Dialing plans and networking
Overview
When you implement a networking solution, you provide detailed information
about the dialing plan used by the local site. It is important to understand
dialing plans and their component pieces when implementing a CallPilot
networking solution to:
• gather the required information
• analyze the dialing plan information
• implement a networking solution
Definition: Dialing plan

A dialing plan is the set of rules used by a switch to route a call or message
through a network to its destinations. Before CallPilot can deliver a
message to a remote site, it must first determine where that site is and
how to connect to it.
System perspective
From a system perspective, the dialing plan determines how to route a
message to its proper destination.
User perspective
From a user perspective, the dialing plan determines how users address a
message to another user in a private messaging network.
There are two main options. You can give every user in the network a
unique mailbox number. Callers use only this number to call another user
in the network. However, in very large networks, this may not be feasible.
Therefore, you can assign different switches in the messaging network a
unique number. A user on a switch can have the same mailbox number as a
user on another switch because the switch number and the mailbox number
combined create a unique identifier.
Dialing plan setup

When you begin to implement a networking solution, the dialing plan
used by your local site is already configured on the switch. Therefore,
during implementation, you are reflecting the existing plan in your network
database.
Even though the dialing plan is already set up, you must understand how
to gather the dialing plan information from the switch. You must also
understand the implications of the dialing plan for your messaging network.
Dialing plans
CallPilot networking works with four dialing plans:
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Uniform dialing plans 91

• hybrid dialing plan—ESN and CDP combined
• another dialing plan, such as PSTN
Location code
The basis of an ESN, CDP, or hybrid dialing plan is the location code. A
location code is a unique identifier that indicates a particular location within
a network. All dialing plans use a location code. However, location code is a
generic term and specific dialing plans refer to it using different terms, as
shown in the following table.
For this dialing plan the location code is called

ESN ESN prefix
• consists of ESN access code and ESN
location code
CDP CDP steering code
Uniform dialing plans

Regardless of which dialing plan is used, Nortel recommends that you use a
uniform, or standardized, dialing plan for your network.
Definition: Uniform dialing plan

A dialing plan is uniform when all users, regardless of which switch they are
on, dial the same way to reach the same recipient. The only exception is
that ESN access codes can be different.
A uniform dialing plan offers the following benefits:
• The network is easier to configure and maintain.
• Future growth of the network is allowed.
• Users find it easier to use the network when visiting other sites.
If you are upgrading an existing system, analyze the current dialing plans. If
necessary, modify them across the network to ensure a uniform dialing plan.
Example: Uniform dialing plan

The following diagram shows a uniform dialing plan. The messaging
network uses an ESN dialing plan. Each site uses the same ESN prefix to
reach the other sites in the network
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Figure 14
Uniform dialing plan.
Non-uniform dialing plans

In some instances, creating a uniform dialing plan is not possible.
For example, suppose you are implementing CallPilot on an existing

messaging network. If an established dialing plan is in place, it can be
preferable to leave the nonuniform dialing plan alone. This ensures that
users do not have to learn new ways to dial and exchange messages with
one another.
However, a nonuniform dialing plan is not recommended and should be

avoided whenever possible.
If it is not possible to design a uniform dialing plan, you can at least

understand the impact of a nonuniform dialing plan on your messaging
network configuration.
One of the biggest obstacles occurs as a messaging network with a

nonuniform dialing plan grows. The network becomes increasingly difficult
to administer and maintain. Users who visit different sites in the messaging
network can have difficulties, because the dialing plan is unfamiliar.
Examples: Nonuniform dialing plan

The following diagrams show examples of networks that have nonuniform
dialing plans.
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Non-uniform dialing plans 93
Different addresses
In this example, the dialing plan is nonuniform because users address sites
in different ways
Figure 15
Non-uniform dialing plan - different addresses.
Different CDP steering codes

A dialing plan is considered nonuniform if different sites in the network
address other sites in different ways, including using CDP steering codes.
In this example, CDP is used throughout the network, but users at Site 1
send messages to Site 2 by entering 3xxxx, while users at Site 3 enter
4xxxx.
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Figure 16
Different CDP steering codes
ESN dialing plan

Definition: ESN
An Electronic Switched Network (ESN) is a dialing plan used by
organizations in a private messaging network.
ESN prefix
In an ESN dialing plan, every switch in the messaging network is assigned
an ESN prefix. The ESN prefix can be up to seven digits long. The ESN
prefix consists of:
• an access code
• a unique location code
Access code
An access code is used to access ESN routing in the same way an access
code (often 9) is needed to dial out from a private network to a public
network. An access code is usually one or two digits in length.
Typically, all switches in an ESN network use the same ESN access code,
although this is not required. Different ESN access codes do not make the
dialing plan nonuniform. ESN access codes are similar to trunk access
codes and are set independently for each switch.
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ESN dialing plan 95
Location code
The location code is a routing prefix that identifies a location within the
network. It is usually three digits in length but can be up to seven digits
in length.
Example:
• ESN access code = 6
• ESN location code = 444
• ESN prefix = 6444
Available directory numbers

To expand the range of available directory numbers, you can overlap the
leading digits of the local extension with the trailing digits of the ESN prefix.
For example, the directory number 6644000 consists of the local extension,
4000, and the ESN prefix, 6644. The digit 4 is overlapped. It is both the first
number of the extension and the last number of the ESN prefix. This overlap
enables the use of local extensions in the 4000 to 4999 range.
Calling with an ESN dialing plan

The way a user calls another user depends on whether the recipient is at
the local site or a remote site.
Local recipient
To make a telephone call to a user at the same site, the sender enters the
extension number only.
Remote recipient
When a user makes a telephone call to a recipient at another site in the
network, the ESN dialing plan is not transparent. The user enters additional
numbers, the access and location codes, in addition to the recipient’s
mailbox number, to call a user at another site.
Addressing a message with an ESN dialing plan

An ESN message is addressed in the same way that an ESN call is placed.
Local recipient
When a user addresses a message to a recipient at the same site, only the
recipient’s mailbox number is entered.
Remote recipient
When a user addresses a message to a recipient on another switch in the
network, the user enters the access and location codes, as well as the
recipient’s mailbox number, to direct the message.
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Example
To send a message to Tam, Bertha enters 5678. To address a message to
Tina, Bertha enters the ESN prefix, 3777, and 9876.
Figure 17
Remote recipient
Dialing plans and mailbox addresses

CallPilot uses the dialing plans as mailbox addresses if users have the
same number for both their extension and their mailbox.
For the mailbox consists of Example

ESN • access and location codes. • access code = 6
• user’s extension. • location code = 338
• mailbox number = 7460
• mailbox address =
63387460
CDP
A Coordinated Dialing Plan (CDP) is used by organizations in a private
messaging network.
Definition: CDP
CDP is a switch feature used to coordinate the dialing plans of users on
various switches in your messaging network.
CDP enables a user at one site to dial a user at another site by entering a
unique number without access codes and associated pauses for dial tones.
CDP is transparent to users.
To send a message to a recipient at the same site, a user enters the

extension number.
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CDP 97
When a user sends a message to a recipient on another switch in the

network, the extension directory number is dialed. No additional numbers
are needed because the extension number itself contains a steering code
that directs the call to the appropriate switch.
CDP codes
The number that a user enters to address a message consists of two parts:
• a CDP steering code (one to four digits in length)
• the recipient’s extension number (one to seven digits in length)
Example
Patricia McKenna sends a message to Thomas Brish, who is located on the
same switch. Patricia dials Thomas’s full DN, 41112. When the system
encounters the 4, it determines that the call is intended for a local user,
strips off the 4, and sends the message to Thomas.
To send a message to Ana Trujillo, Patricia dials Ana’s full address, 51234.
When the system encounters the 5, it determines that the call is intended for
a user at a remote site, and sends the message to Ana.
Definition: Steering code

CDP uses steering codes. A steering code is a unique number that is
entered by a user before the recipient’s extension number. The steering
code determines where the message is supposed to go. Each switch is
assigned at least one steering code; each switch can have as many as
250 steering codes.
Unique steering codes

The steering codes on a switch must be different from any other assigned
DN code on that switch.
The steering codes on a switch must also be different from the steering
codes assigned on any other switch.
The following diagram shows an example of steering code availability for

two switches. For Site 1, the digits 2-6 are available. Site 1 uses 2 and 3 for
the steering code. Site 2 now has the digits 4-6 available. Site 2 uses 4 and
5 for the steering code. The digit 6 remains available.
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Figure 18
Unique steering codes
Creating steering codes

There are two ways to create a unique number from the CDP steering code
and the extension number:
• Combine both parts.
• Keep both parts distinct.
A steering code and an extension number can overlap. For example,

• The extension number is 7121.
• The steering code is 7.
• The 7 is a single-digit overlap.
• A user enters 7121 to reach the recipient, not 77121.
This CDP setup is common. It is convenient for users because dialing

any additional numbers is unnecessary, and only the recipient’s extension
number is required.
However, this CDP setup requires that every extension within the messaging
network is unique. A user on one site cannot have the same extension
as a user on another site.
The steering code and an extension are not required to overlap. For
example, if the extension number is 8976 and the steering code is 44, there
is no overlap. A user dials 448976 to reach the recipient.
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Hybrid dialing plan (ESN and CDP combined) 99
How a CDP call is placed

To place a call to a recipient, the user dials the steering code followed by the
recipient’s extension number.
IF the call is being placed THEN

to a user at the same site the steering code is deleted, and the call
is terminated locally.
to a user at another site the steering code identifies the recipient’s
site, and the call is terminated at the
remote site.
Extension length
If the CDP steering code is two digits long and the mailbox directory
numbers are three digits long, the total extension length is five digits.
If the length of the steering code and the mailbox directory numbers vary
across the network, the total extension length must be the same.
For example, at Location 1 the steering code is one digit long and the
mailbox directory numbers are four digits long. At Location 2 the steering
code is two digits long and the mailbox directory numbers are three digits
long. At both locations the total extension length is five digits.

same number for both their extension and their mailbox.
the mailbox
For consists of Example
CDP • steering code and user’s • steering code = 22
extension
227460
• steering code and user’s • steering code = 7
extension that overlap
• overlap = 1
• mailbox address = 7123,
not 77123
Hybrid dialing plan (ESN and CDP combined)

A messaging network can use both ESN and CDP dialing plans. When both
plans are used, the messaging network is said to use a hybrid plan.
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same number for both their extension and their mailbox number.
the mailbox
For consists of Example
ESN • the access and location • access code = 6
codes.
• location code = 338
• the user’s extension.
63387460
CDP • steering code and user’s • steering code = 22
extension.
227460
• steering code and user’s • steering code = 7
extension that overlap.
• mailbox address = 7123,
not 77123
Another dialing plan

If ESN, CDP, or a hybrid dialing plan is not implemented, then the messaging
network must use another dialing plan, such as PSTN. When another
dialing plan is used, there are no private dialing codes. Therefore, a user
must enter the following to send messages:
• trunk access code (such as 9)
• country and city/area code for long-distance
• exchange code
• mailbox number, typically the extension number
Dialing plans and addressing plans

When you implement a networking solution, you specify whether the dialing
plan is the same as an addressing plan. If these plans are not the same,
you must provide additional information.
ATTENTION
Nortel strongly recommends that the dialing plan and the addressing plan be
the same.
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Modifying dialing plan information 101
Dialing plan
A dialing plan specifies how a user makes a telephone call to another user.
Addressing plan
An addressing plan specifies how a user sends a message to another user.
Relationship
The following table shows the relationship between the dialing plan and
the addressing plan.
Dialing plan Addressing plan

ESN (for example, 6338xxxx) Same as dialing plan strongly recommended
CDP (for example, 55xxx) Same as dialing plan strongly recommended
Hybrid (for example, Same as dialing plan strongly recommended
6338xxxx, 55xxx)
Another (for example, PSTN Choose either
dialing prefix and mailbox,
61213777xxxx)
• format same as dialing plan, or
• a shortcut (for example, 77xxxx)
Modifying dialing plan information

After a dialing plan is established, it is rarely modified. Modifications to a
dialing plan affect users and can require considerable retraining on the
system.
However, in some cases, modifications are necessary. In most cases, these

modifications are guided by changes made by the switch technician. These
changes can be local or remote.
Switch changes
If any changes to the dialing plan are made on a switch, the changes must
be reflected in the network databases of all sites in the messaging network.
If changes are made locally, ensure that they are announced to all remote
sites.
Messaging network changes

Modifications to the dialing plan are rarely guided by the network
administrator. In most cases, the switch technician maintains changes to
the dialing plan.
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Modifying CDP steering codes

There can be instances when you must make modifications to the CDP
steering codes.
For example, when a user in a messaging network moves from one site to
another, the user can continue to use the CDP steering code of the original
site. This makes it more convenient for other users who are attempting to
reach the moved user.
However, this convenience for users requires considerable work by the

switch administrators, system administrators, and network administrators.
ATTENTION
It is strongly recommended that you weigh the benefits of modifying CDP steering
codes for individual users before making the modifications.
Impact of modifications
Modifying CDP steering codes does not affect just the administration of
the messaging network.The switches and the user administration records
must also be modified.
Impact on switch settings

The switch changes should be made before you make changes to the
CDP steering codes in the network database. Your changes must reflect
the settings on the switch and cannot be done before the switch changes
are made.
Impact on user administration records

Modifications to the CDP steering codes can also require changes to the
basic system and User Administration. For example, if you are modifying
the CDP steering codes because a user moved from one site to another
site, the following User Administration changes are required:
• The shared distribution lists (SDLs) at both sites must be modified.
• The user must be removed from the system and added to the other
system.
Scenario
Tabitha Smithoc, a user in Cairo, moves to the Bahrain site. As Chief
Financial Officer, it is important for her to keep her DN to make it easy for
other users in the messaging network to reach her.
The Cairo site, which has exactly 1000 users, uses the extension DNs
7000 to 7999. The CDP steering code is 7, and the overlap is 1. Tabitha’s
extension DN is 7123.
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Gathering dialing plan information 103
The Bahrain site, which has exactly 1000 users, uses the extension DNs
8000 to 8999. The CDP steering code is 8, and the overlap is 1.
When Tabitha moves to Bahrain, the 7123 extension DN must be added to
the Bahrain CDP steering codes as 7123, with an overlap of 4.
However, there is now a conflict between the steering codes in Cairo and
Bahrain. Therefore, the CDP steering codes for Cairo must first be changed
so that there is no possible conflict with the 7123 steering code used in
Bahrain.
The CDP steering codes for Cairo must be changed to the following:
• 70, 72, 73, 74, 75, 76, 77, 78, 79 (not 71)
• 710, 711, 713, 714, 715, 716, 717, 718, 719 (not 712)
• 7220, 7121, 7124, 7125, 7126, 7127, 7128, 7129 (not 7123)
The network databases of all sites in the messaging network must be

updated to reflect these changes.
In Bahrain, the CDP steering codes for the Cairo remote switch and the
Bahrain local switch must be updated. In Cairo, the CDP steering codes for
the Bahrain remote switch and the Cairo local switch must be updated. In
Nairobi, the CDP steering codes for both the Cairo and the Bahrain remote
switches must be updated.
Section K: Dialing plan information

In this section
"Gathering dialing plan information" (page 103)
"Create a messaging network representation" (page 104)
"Examples of messaging network diagrams" (page 104)
Gathering dialing plan information

Gathering the required information is the first step in implementing every
networking solution. Much of the required information is taken from the
switch. The dialing plans that are configured on the switch for making
telephone calls between sites are also used to exchange messages
between sites.
Gather the dialing plan information and analyze it to make sure it is suitable
for the networking solution you are implementing. Information from the
switch must also be verified to ensure that it supports networking. Some
of this information, such as dialing plan information, is used to configure
CallPilot.
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See Chapter 9 "Gathering information" (page 171) for a detailed description

of the information gathering process.
Create a messaging network representation

The second major step in implementing any networking solution is to create
a messaging network representation. A messaging network diagram is a
graphical representation of your network. It shows all sites in the network,
the protocols implemented at each site, how sites are connected, the
protocol used between sites, location codes and names, and dialing plan
information. If sufficiently detailed, a representation is the primary source of
information used when implementing a networking solution.
For most messaging networks, a diagram is the most suitable form of

representation. For very large messaging networks, however, a spreadsheet
can be more appropriate.
Much of the information for your network representation must be provided

by the administrators of other sites. For example, you need to know the site
name and other information for every site. Although each site administrator
creates a representation, ideally one site administrator can create a final
version to distribute to all sites. This ensures that the representation
is comprehensive and that each site uses the same information for
implementation.
Remember also that your messaging network representation contains

sensitive information. You can properly store and protect it as part of normal
security procedures.
Benefits
There are many benefits to creating a representation of your messaging
network. A representation:
• offers a clear view of how your network is connected
• gathers all the information required to implement a networking solution
in one source
• provides useful information when planning future modifications
• helps during the analysis of traffic issues
• reveals areas where you can improve the messaging network
Examples of messaging network diagrams

The following examples of network diagrams show how each type of dialing
plan is treated.
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Typical ESN network diagram

A diagram of a typical ESN network provides information about the dialing
plan and indicates how users send messages to each other.
In this diagram, users at one site dial the ESN access code, 6, the ESN
location code 338, and the recipient’s mailbox number to send messages
to remote sites
Figure 19
Typical ESN network.
ESN network with an NMS site

When a messaging network includes an NMS site, it is important to include
this information in the diagram. Information about all switches in an NMS
network are entered when implementing a networking solution.
Typical CDP messaging network diagram

A diagram of a typical CDP messaging network provides information about
the dialing plan and indicates how users send messages to one another.
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Figure 20
Typical CDP messaging network
In this example:
• The extensions in Reno are numbered 60000 to 69999, and the steering
code is 6.
• The extensions in New Mexico are numbered 27000 to 28999, and the
steering codes are 27 and 28.
• The extensions in Vancouver are numbered 50000 to 59999, and the
steering code is 5.
A user, regardless of site, uses the same extension to reach a particular

user. For example, a user in Reno dials 27341 to send a message to a user
in New Mexico. A remote prefix is not required because the first two digits of
the extension, in this case 27, make up the steering code that identifies the
site within the messaging network.
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This diagram also shows that Reno provides centralized access to the
public telephone network.
Hybrid messaging network diagram

A hybrid messaging network, which combines both ESN and CDP dialing
plans, is often complicated. However, a messaging network diagram is an
easy way to visualize how the sites exchange messages. By adding all
dialing plan information to the diagram, you can see how the messaging
network works.
In this diagram, Washington, DC, Moscow, and Paris support both ESN and
CDP. New York supports CDP only.
Figure 21
Hybrid messaging network
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How users send messages to other sites is described in the following table:
This site dials

Washington, DC Moscow with
• 6581xxxxx using ESN.
• 79xxx and 81xxx using CDP.
Paris with
• 5xxxx using CDP.
Moscow Washington, DC with
Paris with
New York with

• 41xxx using CDP.
Paris Washington, DC with
• 6572xxxxx with ESN.
Moscow with
New York with

• 41xxx using CDP.
New York Washington, DC with
Moscow with
Paris with
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Messaging network with another dialing plan

If your messaging network is not using ESN, CDP, or a hybrid dialing plan,
you are using another dialing plan.
If you are using another dialing plan, you must use an alternate means of
addressing messages. You can do this by designating a mailbox prefix
for the site.
Users have some means of dialing the users at the site. For example, they
can use an access code and a public switch number. The call can travel
through a switchboard if the users are not directly dialable. You can set the
mailbox prefixes to something related to the dialing plan if you want to make
it easier for users to remember what to enter. For example, for a system in
the 416 area code, use the prefix 8416.
Example 1
The following diagram illustrates a messaging network that uses another
dialing plan, in this example, tie lines.
Figure 22
Messaging network with another dialing plan
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When a messaging network uses another dialing plan, sites can be

configured to use different dialing prefixes to reach a specific remote site.
However, CallPilot is unable to represent the dialing plan. A tie line between
sites is an example of a network without a representable dialing plan. In
this case, a mailbox prefix can be entered to allow users to compose to
mailboxes at the remote site, because the mailbox numbering plan is
independent of the dialing plan. When there is no specified dialing plan,
CallPilot uses the trunk access code and the following:
For the access code is followed by

long-distance calls NPA + Nxx + xxxx
local calls Nxx + xxxx
tie-line calls xxxx
When entering network connection DNs for remote sites, you must provide
for this format.
Example 2
The following diagram shows another network with another dialing plan. In
this network, each site uses the same extension directory numbers. The
exchange code makes each site in the network unique.
Figure 23
Another dialing plan using same extension directory numbers
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111
Chapter 6
Network and location-specific
broadcast messages
In this chapter
"Types of network broadcasts" (page 111)
"Broadcast message addresses" (page 115)
"User capabilities for broadcast messages" (page 116)
"CallPilot server capabilities for broadcast messages" (page 118)
"Broadcast messages in a mixed messaging network" (page 120)
"Viewing or printing all broadcast addresses" (page 122)
Types of network broadcasts

The CallPilot network broadcast feature enables a phoneset, or desktop or
Web messaging user to send a broadcast message to:
• all users at a specific network location (location broadcast)
• all users in the network (network broadcast)
With this feature, in addition to the existing broadcast feature, local users
can send a broadcast message to all local users (including NMS users) on
the CallPilot server (local broadcast).
Note: In order for a user to be able to send a local or network broadcast,

the user must have that privilege enabled in the mailbox profile. Typically,
only a few users are given the right to send broadcast messages.
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112 Chapter 6 Network and location-specific broadcast messages
Broadcast requirements
To send a broadcast message, the following criteria must be met:
• The message must be addressed to the appropriate broadcast address.
If the local user wants to send a broadcast message to all NMS locations
associated with a remote site, the user must address the message to
each location. To simplify this task, the user can create a personal
distribution list containing the location-specific broadcast address for
each location.
Note: Broadcast addresses cannot be added to shared distribution
lists (SDLs).
• The user must have sufficient capabilities as determined by his or her

mailbox class.
• Broadcast messages must be enabled between the local CallPilot server
and remote voice messaging systems.
• Broadcast messages must be supported on both the local CallPilot
server and remote voice messaging system. For more information about
broadcast messages, see "Broadcast messages in a mixed messaging
network" (page 120).
Location broadcast
When a user sends a location broadcast, the message is delivered only to
the users at the specified location. In this context, the location can be a
remote site, or it can be a Network Message Service location associated
with either a local or remote site.
Broadcast sent to a specific remote site

When a user sends a location broadcast to a remote site, the network
broadcast prefix, and the location prefix defined in the network database
for the prime switch location at the remote site must be used. For this and
the following examples, 12345 is the network broadcast prefix and 6338
is the prime switch location prefix.
Broadcast sent to an NMS location at the local site

In the following illustration, the CallPilot system provides messaging
services to four Meridian 1* switches at the local site. All users who are
connected to these switches have mailboxes on the CallPilot system. 12345
is the network broadcast prefix and 6338 is the location prefix defined in
the network database for the prime switch location. The location-specific
broadcast is targeted to only the users whose phonesets reside at the
switch location identified by the 6338 location prefix.
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Types of network broadcasts 113
Figure 24
Broadcast sent to NMS location at local site
Broadcast sent to an NMS location at a remote site

In the following illustration, the CallPilot system at remote site 2 provides
messaging services to users on three Meridian 1 switches. The
location-specific broadcast is addressed by a user on the local CallPilot
system to only the users whose phonesets reside at the switch location
identified by the 6338 location prefix.
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Figure 25
Broadcast sent to NMS location at remote site
Note: If the local user wants to send a broadcast message to all NMS
locations associated with a remote site, the user must address the
message to each location. To simplify this task, the user can create
a personal distribution list containing the location-specific broadcast
address for each location.
Network broadcast
When a user sends a network-wide broadcast, the message is delivered to
all users at both local and remote sites. This is accomplished by addressing
the message to the network broadcast prefix.
In the following diagram, 12345 is the network broadcast prefix:
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Broadcast message addresses 115
Figure 26
Network broadcast
Broadcast message addresses

The following table shows the types of broadcasts, including local
broadcasts, and how they are addressed.
Broadcast type Address Example

Local broadcast Broadcast mailbox 5555
Network-wide broadcast Network broadcast prefix 12345
Location-specific Network broadcast prefix 12345+6338
broadcast + Location prefix
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Broadcast address rules

Network broadcast prefix
The network broadcast prefix must be between 5 and 18 digits long.
The minimum length helps prevent users from accidentally composing
network-wide broadcast messages.
The network broadcast prefix cannot conflict with any other prefix defined
on the system. This includes, but is not limited to, the following:
• Open AMIS Compose Prefix
• Open VPIM Compose Prefix
• Delivery to Telephone (DTT) and Delivery to Fax (DTF) prefixes
• Name Dialing and Name Addressing prefixes
• network prefixes (ESN, CDP, and mailbox prefixes)
Location prefix
The location prefix is the portion of the telephone number that the user must
dial to reach a user at a specific location. For example, if your dialing plan
is ESN, the location prefix consists of the ESN access code used to make
outgoing calls from your location (for example, 6), and the location code for
the remote location (for example, 338).
For more information about dialing plans, see your switch documentation.
User capabilities for broadcast messages

To send a broadcast message, the user must have the appropriate mailbox
capability. If CallPilot is configured to use authentication, and the user is a
desktop or Web messaging user, SMTP authentication must be successful
before the broadcast message is sent to the remote destinations.
Mailbox capabilities
Each user must have one of the following capabilities in the mailbox class:
Broadcast
capability Description
Local broadcast only The user can send broadcast messages to users at:
• the local site
• a specific NMS location associated with the local
site (if Network Message Service is installed)
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User capabilities for broadcast messages 117
Broadcast
capability Description
Local and network The user can send broadcast messages to users at:
broadcasts
• the local site (local broadcast)
• a specific remote site (location-specific broadcast)
• a specific NMS location associated with either the
local or a remote site (if Network Message Service
is installed; location-specific broadcast)
• all sites in the network (network-wide broadcast)
Disabled The user cannot send any type of broadcast message.
Note: If Networking is not installed, the only options available for

broadcast capability are enabled and disabled. When broadcast
capability is enabled on a site that does not have networking installed,
local broadcast capability is provided.
Distribution lists
Shared distribution lists
Broadcast addresses cannot be added to shared distribution lists (SDLs).
Personal distribution lists

Users can include broadcast addresses in their personal distribution lists
(PDLs) according to their mailbox capability. If a user without broadcast
capability attempts to add a broadcast address to his or her PDL, CallPilot
informs the user that the address does not exist.
If a user wants to send a broadcast message to two or more NMS locations

that are associated with a remote site, the user must address the message
to each location, because each location has its own location prefix in the
dialing plan. To simplify this task, the user can create a personal distribution
list containing the location-specific broadcast address for each location.
Mailbox class validation for phoneset users

For phoneset users, the mailbox class includes an option to "send
messages through DTT if mailbox not found." This option determines the
type of system prompt that a user without broadcast capability hears when
attempting to address a broadcast message. The user can hear one of
the following prompts:
• "Phone number <string entered by user>."
• "There is no mailbox at <string entered by user>."
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For security reasons, the prompt does not state that the address is a
broadcast address or that the user does not have permission to send the
broadcast message. Indication that the address is a broadcast address is
valuable information for a hacker.
Mailbox class validation for desktop and Web messaging users

The desktop or Web messaging client cannot validate a user’s mailbox
class while sending a message. The message must be sent from the user’s
desktop to the CallPilot server before mailbox class validation can occur.
If CallPilot determines that the user is not allowed to send the broadcast
message, the user receives a non-delivery notification (NDN).
For security reasons, the NDN states that the address was not found. It
does not state that the user did not have permission to send the broadcast
message or suggest that the address is a broadcast address. Indication that
the address is a broadcast address is valuable information for a hacker.
SMTP authentication
To send a location-specific or network-wide broadcast message, a desktop
or Web messaging user must have the appropriate mailbox capability and
be successfully SMTP-authenticated. If SMTP authentication fails while
sending the message, the user receives an error message.
Note: For more information about SMTP authentication, see Chapter

13 "Security and encryption" (page 247)
CallPilot server capabilities for broadcast messages

If Networking is installed on your CallPilot server, then users can send and
receive both network-wide and location-specific broadcast messages, if
broadcast capabilities are granted at both the user mailbox and CallPilot
server level.
If only Network Message Service is installed on your CallPilot server,

then users can send only local and location-specific broadcast
messages, if broadcast capabilities are granted at the user mailbox
level. Location-specific broadcast messages can be sent to any prime or
satellite-switch location in the local NMS network.
Levels of control
By default, broadcast capabilities at the CallPilot server level are enabled
for VPIM and Enterprise Networking. If the networking protocol between
the local and remote site is AMIS Networking, broadcast capability is not
available because network-wide broadcast and location-specific broadcast
are not supported by the AMIS protocol.
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CallPilot server capabilities for broadcast messages 119
You can disable the exchange of broadcast messages between the local
CallPilot server and remote voice messaging systems. When you disable the
exchange of broadcast messages on the local server, you can quickly and
temporarily turn off broadcasts without modifying other CallPilot settings.
You can control the exchange of broadcast messages in the local CallPilot
networking database under Messaging, and then Message Network
Configuration, as follows:
Where How
On the local CallPilot Enable the following options, as required:
server
• Send network broadcasts
• Receive network broadcasts
Both settings apply to the following broadcasts:

• network-wide broadcasts
• location-specific broadcasts to and from all
locations associated with remote sites
Note: Location-specific broadcasts to local
locations are exempt because these types of
broadcast messages are not actually sent over the
network.
For each remote server Enable the following options, as required:
that is defined in the
• Send network broadcasts to this server
network database
• Receive network broadcasts from this server
Both settings apply to the following broadcasts:

• network-wide broadcasts
• location-specific broadcasts to and from this
remote site
• location-specific broadcasts to and from
locations associated with this remote site
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When to disable broadcast messages between sites

Use the following guidelines to determine when to disable broadcast
messages between the local and one or more remote servers:
Disable broadcast
messages when
to the local server • you observe a security breach, such as a
hacker attempting to send messages to the
local server.
• you do not want to receive broadcast
messages from remote servers.
from the local server all users are not allowed to send broadcast
messages to other sites.
For example, a small sales office may not be

permitted to send network broadcast messages,
whereas the corporate head office site can do so.
to a remote server • the remote server does not support
network-wide and location-specific broadcasts.
For more details, see "Broadcast messages in
a mixed messaging network" (page 120).
• the remote server does not want to receive
broadcast messages from the local server.
from a remote server • you observe a security breach, such as a
hacker attempting to send messages to the
local server while pretending to be at the
remote server.
• you do not want to receive broadcast
messages from the remote server.
Note: Another reason to disable broadcast messages is that you can

prevent high usage of network and CallPilot resources (network traffic,
channel usage, and CPU resource usage).
See also
SMTP authentication can also restrict network broadcast messages
from remote servers that are not required to authenticate before
transmitting messages to the local CallPilot server. For more details, see
"Unauthenticated mode" (page 256).
Broadcast messages in a mixed messaging network

If your messaging network contains a mixture of voice messaging systems,
this can affect the ability for users to send network-wide and location-specific
broadcast messages to other locations.
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Broadcast messages in a mixed messaging network 121
The type of content that a broadcast message can contain (voice, fax, or
text) is affected by:
• the networking protocol used between two servers
• the networking solutions installed on your server
• whether the receiving server supports the content
Broadcast support between systems

The following table identifies whether network-wide and location-specific
broadcast is supported on a specific type and release of voice messaging
system:
Network-wide Location-specific
Messaging system type broadcast broadcast
CallPilot 2.0 or later yes yes
CallPilot 1.0x no no
Meridian Mail 12 yes yes
Meridian Mail 13
Meridian Mail 11 yes no

Meridian Mail 11 and later with yes no
Meridian Mail Net Gateway
Meridian Mail 10 and earlier no no
Norstar VoiceMail no no
Business Communications no no
Manager 2.5
Voice messaging systems no no
from other vendors
The type of network broadcast supported between two specific servers

is the lowest common denominator of what both servers support. For
example, only network-wide broadcast is supported between CallPilot 2.0
and Meridian Mail 11.
Multimedia support between systems

All types of broadcast messages can contain voice, fax, or text. However, to
successfully arrive at their destinations, the following requirements apply:
• The networking protocol used to send the broadcast message must
support the transmission of the content.
• The remote server must support the receipt of the content.
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Example 1: VPIM Networking

VPIM Networking supports the transmission of voice, fax, and text
messages. Therefore, broadcast messages can contain voice, fax, or text.
However, if the receiving server does not support the content, a non-delivery
notification can be returned to the sender.
Example 2: Enterprise Networking

Enterprise Networking supports the transmission of voice content only.
Therefore, if a user composes a broadcast message containing fax or text,
and the message is to be transmitted using the Enterprise Networking
protocol, the message is rejected and the sender receives a non-delivery
notification.
Example 3: AMIS Networking

AMIS Networking does not support network broadcast messages.
Broadcast message content policy

You must establish a policy for the type of content that users can include in
a network broadcast message, and communicate this policy to your users.
You can partially enforce the policy by granting desktop messaging and fax
capability in each user’s mailbox class.
Viewing or printing all broadcast addresses

To compose broadcast messages and ensure they arrive at the correct
destination, users must know the broadcast addresses. It is relatively simple
to remember the local broadcast mailbox and network broadcast prefix
because there are only two numbers to memorize.
However, it becomes more complex for location-specific broadcast

messages, because each site or NMS location in the network database
has its own location prefix.
Viewing the broadcast addresses used by each switch location

Location-specific addresses can vary depending on the location from which
the broadcast message is composed. The Print Broadcast Addresses page
in CallPilot Manager contains a list box that lists all local switch locations.
By default, the list is shown from the local prime location’s point of view. To
view the broadcast addresses from a particular local satellite location’s point
of view, you choose the satellite location from the list box.
Note: The Print Broadcast Addresses page also shows, for your
reference, the local broadcast mailbox and network broadcast prefix
used by the local server.
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123
Chapter 7
About VPIM Networking
In this chapter
"Sending VPIM Networking messages to other sites" (page 125)
"Receiving VPIM Networking messages" (page 127)
"TCP/IP" (page 130)
"TCP/IP protocols" (page 133)
"Implementation overview" (page 134)
"VPIM-compliant messaging systems requirements" (page 137)
"VPIM Version 2 conformance table" (page 137)
Overview
VPIM Networking offers the ability to exchange voice, fax, and text
messages with other users over a Transport Control Protocol/Internet
Protocol (TCP/IP) data network. Messages can be exchanged with users
at integrated sites, which are part of your private messaging network, as
well as with users who are at open, VPIM-compliant sites. VPIM Networking
uses Simple Message Transfer Protocol (SMTP) and Multipurpose Internet
Mail Extensions (MIME) in compliance with the Voice Profile for Internet
Mail (VPIM) standard.
Data networks
VPIM Networking uses existing data networks, not switch networks, to
transport messages. The data network must support the TCP/IP protocol.
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124 Chapter 7 About VPIM Networking
VPIM address
A VPIM address is similar in form to an e-mail address. To send an e-mail
message to a user over the Internet, you enter a two-part address. The
left-hand side of the address contains a unique identifier for the user, often
the user’s name. The right-hand side of the address is the domain name of
the user, the system on the data network that handles messages.
Example:
username@company.com
VPIM addresses also have two parts. However, the left-hand side usually
contains the user’s public switched telephone network (PSTN) number. The
right-hand side is the domain name. For example:
• 14165977070@company.com
VPIM address restrictions

Some restrictions apply to VPIM addresses.
Left-hand side
• can contain numeric characters only
• maximum length of 128 characters
Right-hand side
• maximum length of 255 characters
VPIM message
A VPIM message consists of two parts:
• a message header
• a message body that consists of voice, fax, and text parts
— all message parts are MIME-encoded
Encoding parts
VPIM voice messaging parts are encoded using the ITU’s G.726 32 kbps
ADPCM standard. VPIM text parts are not encoded. VPIM fax messaging
parts are encoded based on the tagged image file format-Class F (TIFF-F)
specification.
Note: A fax must be in TIFF-F. When saving faxes, be aware of subtypes

(there are many besides Class F). Not all subtypes are fax-compatible.
All TIFF files, no matter what the subtype is, have a .tif extension.
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Sending VPIM Networking messages to other sites 125
Message header
VPIM Networking messages are addressed with the following format:
left-hand_side@right-hand_side. This format is used by CallPilot for both
the To: and From: entries of a message header.
For example, the To: and From: entries in a typical VPIM Networking
message header can be
• To: 12046679000@anothercompany.com
• From: 15739921000@thiscompany.com
This header information is critical to VPIM Networking because the header

is used to route a message to its destination and to identify the sender.
CallPilot creates the complete To: and From: entries for users. This is
convenient for telephone users, who do not have to enter the complete, long
VPIM address. It is also a way of ensuring the accuracy of the address
information.
Desktop and telephone users

VPIM Networking is available to both desktop users and telephone users.
Using a keyboard, a desktop user can easily enter the alphanumeric VPIM
addresses, including the alphanumeric right-hand side for open VPIM sites.
A telephone user uses VPIM prefixes and shortcuts.
Sending VPIM Networking messages to other sites

Open sites
An open site is not part of the private messaging network. It can be any
VPIM-compliant system. Telephone users and desktop users have different
ways of addressing messages to recipients at open sites.
Telephone users
If a telephone user wants to send a message to an open site, the open
site must be defined in the local network database through an open VPIM
shortcut. An open VPIM shortcut identifies the PSTN number of the open
site to the domain name of the open site. An open VPIM shortcut is used
to form outgoing VPIM addresses only. For example, Gwendolyn wants to
compose and send a message to a user at an open site. She knows the
recipient’s VPIM address: 12044541000@bigcompany.com
To send a message to this open site using a telephone, the list of open
VPIM shortcuts can include an entry such as the following:
• 1204454 = bigcompany.com
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Gwendolyn gets the PSTN telephone number and the open shortcut from
the network administrator. When Gwendolyn sends a message to this open
site, she must enter 15 1204454 1000, where
• 15 is the VPIM compose prefix
• 1204454 is the VPIM open shortcut
— 1 is the country code
— 204 is the area code
— 454 is the exchange code
• 1000 is the mailbox number
CallPilot uses this information to identify that the message is being sent
with VPIM Networking. It finds the shortcut in the network database and
maps it to a domain name. CallPilot creates the following To: header from
this information:
• To: 12044541000@bigcompany.com
Desktop users
To send a message to an open site, a desktop user does not require a VPIM
open shortcut to be defined in the network database. A desktop user can
address a message to any open site user without restriction and can use
either a VPIM open shortcut or a VPIM address.
Integrated sites
Integrated sites are part of your private messaging network. Information
about all integrated sites that exchange messages with your local site is
defined in your local network database. This information includes VPIM
networking shortcuts. These shortcuts are the various ways that local users
can address users at the remote site.
Distinction between open and network shortcuts

VPIM open shortcuts and SMTP/VPIM network shortcuts have very different
roles. The open shortcuts provide the alphanumeric domain name required
on the right-hand side of a VPIM address.
The network shortcuts provide alternative ways for local users to address
messages to users at remote sites. Instead of always entering the left-hand
side of the VPIM address, users can enter the same numbers that they use
to dial that site. The right-hand side is supplied by the fully qualified domain
name (FQDN) for the site in the network database.
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Creating the From: header

When a local user sends a VPIM Networking message to an open or
integrated site, the message header contains a From: entry. The From:
entry enables the recipient to reply to the sender. The From: entry consists
of the PSTN address and the CallPilot FQDN. For example:
• 14165979999@branch.thiscompany.com
The left-hand side of the address is created from the PSTN address for
the local site. The right-hand side is the fully qualified domain name of
CallPilot. This FQDN is defined in the local network database and is added
to the outbound address automatically.
Receiving VPIM Networking messages

The way your local system receives inbound VPIM Networking messages
depends on how your data network is set up. CallPilot continuously monitors
TCP port 25 (and port 465 if SSL is configured) for incoming SMTP
information.
If a message is received successfully

If a message is received successfully, the message and addresses are
converted to their native format and the message is delivered to the local
mailboxes.
If the message is not received successfully

If there is a problem during the message transfer session, the local system
logs an event. The event log indicates the address of the sending system.
If the session is successful but the message is not delivered to a local

mailbox, a non-delivery notification (NDN) is generated and sent to the
message sender. There are several reasons why a message can be
successfully received but undeliverable to a local mailbox. For example,
the mailbox does not exist.
Relationship of the server FQDN to VPIM shortcuts

There are two possible origins of an inbound message:
• The message originated from an integrated site that is part of your
messaging network.
• The message originated from an implicit open site, which is not part of
your messaging network but is known and is listed in the open VPIM
shortcuts, or an unknown open site, which is not part of your messaging
network and is not included in the open VPIM shortcuts. To CallPilot,
these are indistinguishable.
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Message from an integrated site

The following examples are based on this message:
• From: 16135558877@chilly.org
• To: 14165551234@realcool.org
If the sender of the message is located at an integrated site in your

messaging network, the sender is presented as an integrated site to the
recipient. This assumes that when VPIM Networking was implemented at
the receiving site (realcool), the following were configured for the remote
site (chilly):
• server location: Chilly Branch Office
• server FQDN: chilly.org
• VPIM shortcut: 1613555 (overlap: 0)
The left-hand side of the incoming message is matched against the VPIM
shortcut. This identifies the message sender as a user at Chilly Branch
Office. The address is converted to an internal format designating the
remote site and the sender’s mailbox number (8877). For example, using a
telephone to retrieve the message, the recipient hears an announcement
similar to the following: "Message 1 from Mailbox 8877 at Chilly Branch
Office."
Similarly, a user at realcool can compose to a chilly recipient by using the

dialing plan format as configured in the messaging network configuration.
For example, a user enters 63318877, where 633 is the ESN prefix for
the chilly site. The message is sent to 16135558877@chilly.org using the
network configuration information for the site to make up the address.
Message from an implicit open site

An implicit open site is one that is known and is included in the list of open
VPIM shortcuts.
In this example, the open VPIM shortcut list includes the following entry:
• VPIM shortcut: 1613555
• FQDN: chilly.org
The address is converted to an internal format. For example, when using a

telephone to retrieve the message, the recipient hears an announcement
similar to the following: "Message 1, from 16135558877 at open network
location chilly.org." The address is spelled out in full ("c-h-i-l-l-y dot o-r-g").
Message from an unknown open site

When an incoming message is from an unknown open site, nothing in your
site configuration identifies the source.
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Non-delivery notifications
A non-delivery notification (NDN) is generated if an error occurs during
an attempt to deliver a message. There are three types of non-delivery
notifications:
• local: generated by the local sending system
• network: generated by the remote receiving system
• intermediate: generated by systems involved in routing message
Note: If VPIM Networking messages are sent over the Internet, there is
no guarantee of when users receive non-delivery notifications. Internet
servers can take up to several days before sending a non-delivery
notification.
Multimedia messages and non-delivery notifications

If a multimedia message is sent to a user who does not have the mailbox
capabilities to accept one or more parts of the message, the entire message
is rejected. For example, if a voice message with a text attachment is sent
to a user with a voice mailbox only, the entire message is rejected and the
sender receives a non-delivery notification.
Message delivery notification

A message delivery notification (MDN) is generated if a user requests one
before sending a message. This request is made by tagging the message
for acknowledgment. With VPIM Networking, a message delivery notification
indicates that the recipient opened at least one part of a message.
The following must also be considered:
• The receiving system can be configured to not send message delivery
notifications. If so, local users cannot tell if their messages were never
delivered or never read by recipients on the receiving system.
• Meridian Mail Net Gateway does not support message delivery
notifications. Local users cannot tell if a recipient at a Net Gateway site
read the message.
Although CallPilot supports message delivery notification, even messages

exchanged between two CallPilot systems may not be entirely supported.
For example, if a message is routed through any system that does not
support message delivery notifications, the message delivery notifications
are lost.
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OM reports
Operational Measurement (OM) reports for cumulative network activity
to a particular site are available for VPIM Networking. OM reports for
individual messages are not generated for VPIM Networking. Because
VPIM messages do not incur long-distance toll charges, it is not necessary
to track each message for the purposes of bill-back.
TCP/IP
VPIM Networking uses the Transport Control Protocol/Internet Protocol
(TCP/IP). Only TCP/IP data networks are supported. The CallPilot server,
on which VPIM Networking resides, is connected directly to your existing
TCP/IP data network. TCP/IP is the most commonly used transport for data
networks. TCP/IP is a driver that enables computers to communicate with
one another regardless of their platforms. The connections that form the
basis of the Internet are based on TCP/IP.
Transport Control Protocol (TCP) is the transport layer of TCP/IP. It ensures

that the information transmission is both reliable and verifiable. TCP breaks
the information into smaller portions. Each portion receives a header that is
used to route the packet to its proper destination. A portion of data and its
header are know as a packet or a datagram. TCP passes the packet, with its
header, to the IP protocol, which routes the packet to the correct destination.
Internet Protocol (IP) is the network layer of TCP/IP. It ensures that the
information is transmitted from its source to its destination. To transmit the
packets created by TCP, IP routes them. When IP receives packets from
TCP, IP adds another header to the packets.
TCP/IP routing
Routing in a TCP/IP data network relies on IP addresses. Each computer
on a TCP/IP network is identified by its address. The source and destination
addresses used by IP have a specific format. An IP address is a 32-bit
number represented by a four-part decimal number (n.n.n.n). Each part,
known as an octet, contains 8 bits of the address. Each octet has an
assigned number between 1 and 254. For example, 45.211.100.58.
For many organizations, one physical network is impractical, so they have

two or more physical networks. Instead of getting additional IP addresses
for each physical network, the networks are assigned subdivided portions of
the original IP address. This is called subnetting an IP address. Subnetting
provides many advantages. One of the most important is that, to the outside
world, the organization has a single IP address. This means there is one
direct connection to the Internet. All subnetted physical networks gain
access to the Internet through this connection.
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TCP/IP 131
Fully qualified domain names

An IP address is difficult to remember and enter. While the computers on
the TCP/IP network use IP addresses, end users use fully qualified domain
names (FQDNs). A fully qualified domain name is made up of two parts:
• domain name
• host name
Domain name
A domain name is interpreted from right to left. For example, in the domain
name acme.com, .com is the top-level domain for commercial sites, and
acme is a domain within the .com domain.
Host name
A domain contains many computers. Each computer in a domain is a host
with a name.
A fully qualified domain name (FQDN) combines the name of a host, a dot,
and the domain name. For example, test.example.com.
Domain name system

The domain name system (DNS) is a naming protocol used with the TCP/IP
protocol. It enables the use of names, instead of IP addresses, to route
messages. The DNS provides a domain name to IP address mapping, or
translation. This mapping takes place on a name server, frequently called
the domain name system (DNS) server. A network of DNS servers works
cooperatively. If one DNS server does not know how to translate a particular
domain name, it passes the name on to another DNS server.
Need for DNS server

To communicate over the Internet, every physical network requires a DNS
server. Many organizations own and maintain their own DNS server. Other
organizations, especially smaller ones, can rely on an Internet service
provider (ISP) for a DNS server. If you do not exchange messages over the
Internet, but only over an intranet, your network may or may not include a
DNS server.
DNS lookup tables

A DNS server contains a lookup table that translates FQDNs into IP
addresses. This table is defined and maintained by the data network
administrator. The table is also automatically propagated by the DNS server.
A DNS lookup table can store different types of records, including:
• mail exchange records (MX records)
• address records (A records)
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DNS servers and MX records

The DNS server contains many types of records, including mail exchange
(MX) records. MX records point to the mail servers that are configured to
receive mail sent to the domain name. They describe where SMTP mail for
the domain can be sent. MX records are useful because they enable you
to redirect mail for any host or domain to any other host or domain. This
means that, while your organization can use many mail servers, all mail can
be sent to the same domain name.
For example, all mail is sent to user@company.com, even though there is

no host called company.com. The MX records redirect the mail to a system
that accepts mail. This separation of mail delivery and physical hosts is an
efficient way of ensuring that the addresses of all users in your organization
are common and easy to remember.
Many data networks have more than one mail server. You can specify the
order of preference. Mail is deposited at the first server in the list. If the mail
is not intended for that server, it is passed to the next server. Every host
that receives mail has an MX record. The MX record contains a preference
value that is the order that a mail server can follow when attempting to
deliver messages. The preference value provides some fault tolerance in
your mail setup.
MX records and mail servers

If you want to use mail exchange servers within your domain, create specific
MX records for each of the mail servers in your domain. If you use MX
records, assign VPIM Networking the last, or least preferred, MX resource
record in the list.
Your domain can have multiple MX records, such as the following:
• acme.com mail.acme.com MX 0 mail.acme.com
• acme.com mail2.acme.com MX 10 mail2.acme.com
• acme.com mail.is.net MX 100 mail3.acme.com
In this case, mail delivery is attempted to mail.acme.com first, because it

has the lowest preference value. If delivery fails, mail delivery is attempted
to mail2.acme.com.
MX records and user accounts

MX records provide routing for destination systems. They do not provide
routing for individual user accounts. End-user routing can be provided by
a mail server, for example.
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DNS server setup

You must set the DNS server up and fill the database before you implement
VPIM Networking. However, you must add one or more records to the
database. One record is for the server, which is entered as part of the
CallPilot installation and is not specific to VPIM Networking. As an option,
you can add MX records if they are being used.
Setting DNS
The Primary DNS suffix must be configured for the CallPilot Address Book
to function properly.
To set the primary DNS suffix

Step Action
1 Right-click My Computer and Click properties.

Result: The System Properties screen appears.
2 Select the Computer Name tab

3 Click the Change button
4 Click the More button

5 Enter the Primary DNS Suffix for the CP Server.
—End—
TCP/IP protocols
VPIM Networking uses the TCP/IP protocol to exchange messages over
data networks. TCP/IP is actually a family of protocols that are often called
application protocols. These application protocols are based on TCP/IP, but
are specialized for particular purposes. VPIM Networking uses the following
TCP/IP industry-standard application protocols:
• Simple Message Transfer Protocol (SMTP)
• Extended Simple Mail Transfer Protocol (ESMTP)
• Multipurpose Internet Mail Extensions (MIME)
SMTP/ESMTP
SMTP is a way to move e-mail from server to server on a TCP/IP network.
Most e-mail systems that send mail over the Internet use SMTP to send
messages. The messages are retrieved with an e-mail client using either
Post Office Protocol (POP) or Internet Mail Access Protocol, version 4
(IMAP4*). In general, SMTP is also used to send messages from a mail
client to a mail server. For this reason, when you configure an e-mail
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application, both the POP or IMAP server and the SMTP server must
be specified. ESMTP has extended features such as machine-readable
non-delivery notifications.
MIME
Although TCP/IP is capable of 8-bit binary data transfer, SMTP allows for
only 7-bit data transfer. This means that, to be exchanged over a data
network, voice, fax, and simple text messages must be encoded into a
7-bit representation and encapsulated into a format that can be broken
into packets consisting of message headers and data. The Multipurpose
Internet Mail Extension (MIME) is a specification for formatting non-ASCII
messages so that they can be transmitted over the Internet. MIME enables
multimedia e-mail messages containing graphics, audio, video, and text to
be sent. MIME also supports messages written in other character sets
besides ASCII.
VPIM
VPIM is a standard that provides detailed conformance rules for the use of
Internet mail for voice mail messaging systems. With the development of
voice messaging, a class of special-purpose computers evolved to provide
voice messaging services. These computers generally interface to a
telephone switch and provide call answering and voice messaging services.
Implementation overview
The implementation depends on the connections established among the
CallPilot system, other sites in the messaging network, and other sites to
which you want to send messages. Whether or not your site uses mail
relays, proxy servers, and firewalls, as well as how they are configured,
affects the implementation of VPIM Networking. There is no one standard
procedure for implementing VPIM.
Before you begin

Implementing VPIM Networking is an incremental activity. The following
assumptions are made:
• A private, server-based data network, including all necessary security
devices, is already in place. This network must support the TCP/IP
protocol.
• CallPilot is installed and tested (except for VPIM Networking), and
mailboxes are configured.
• The switch is installed and configured.
• If implemented on the local site, Network Message Service (NMS)
is fully implemented.
• If local desktop users use Internet Mail Access Protocol (IMAP) clients,
IMAP is fully configured and tested.
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Implementation overview 135
• Contact is made with the network administrators of the remote sites.
Data network is set up

VPIM Networking uses your private data network. Your Simple Message
Transport Protocol (SMTP) message network is configured for your unique
needs and can vary in complexity from other networks. VPIM Networking
interacts with one or more of the following systems:
• Domain Name System (DNS) server
• SMTP e-mail proxy server (or gateway, or relay)
Configuration and management of these systems is at your discretion. The

following overview is intended as a basic guideline only.
DNS server
The names of VPIM Networking remote sites are entered into the network
database during VPIM Networking implementation. These names must be
resolvable to IP addresses by VPIM Networking’s SMTP delivery agent
using the Windows system network sockets facilities on the CallPilot server.
The CallPilot server can be configured to use a local host name table or,
more likely, to use an external DNS. This server must be able to resolve, in
cooperation with other DNS servers, all of the network site names entered
in the database.
In the event that an intervening firewall or e-mail gateway separates CallPilot
from the Internet or intranet, CallPilot must resolve only the IP address of
the relay server, which is also entered during implementation. However, a
DNS server must, in turn, be available to the relay server to resolve the
final destination address of the site’s name in outbound VPIM Networking
messages.
If VPIM Networking sends messages over the Internet, your site requires
a domain name system (DNS) server. Your local site can maintain its own
DNS server or use an Internet service provider (ISP). In both instances,
however, additional configuration must be done to the DNS server to make it
work with VPIM Networking.
Many smaller corporations have an external supplier, known as an Internet
service provider (ISP), supply DNS services. If your data network uses
an ISP, most of the setup is complete. The ISP fulfills the following
requirements:
• registers a domain name on your behalf
• gives the numeric IP addresses of the primary and secondary DNS
servers
— These addresses are used to configure the TCP/IP stacks of the
CallPilot Server.
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Work with the ISP

Even if an ISP is supplying your DNS services, you must ensure that the
configuration of the DNS server is complete. You must
• Tell the ISP which DNS records you want to publish. These published
records allow outside users to send SMTP messages to your network.
• Add another mail exchange (MX) record for the computer that accepts
e-mail connections for your domain into the DNS database of the ISP.
With this record, you can receive VPIM Networking messages over the
Internet.
• the ISP add an A record, corresponding to the MX record, to the DNS
database of the ISP.
ATTENTION
An ISP is not behind a firewall. Check with your ISP to resolve security issues
before deciding to use an ISP for mail services.
Firewall
If the Internet is being used to transport VPIM Networking messages, a
firewall must be in place and must support transmission of SMTP/MIME.
E-mail gateway server

VPIM Networking can be configured to forward all outbound SMTP message
traffic to a machine that serves as an SMTP relay.
If a proxy is to be used for this site, the proxy software must be configured
to recognize and handle messages for any other site. For example, the
proxy with a domain name of example.com must have an entry that
maps, for example, 14165551234 at example.com to 14165551234 at
test.example.com.
Incoming VPIM Networking messages are always received as SMTP

proxies on port 25. How the message was routed to the site is irrelevant to
CallPilot. For example, CallPilot does not care if the incoming messages
were routed through mail relays.
For outgoing messages, however, CallPilot is interested in the routing path

of the message. The outgoing message can be routed directly to the
destination system, or it can be routed through a mail server or a proxy
server. When you configure VPIM Networking, you specify the server that
is used for outgoing messages. If you use any other port but port 25 for
outgoing messages, you also specify the port number.
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Internet Mail Access Protocol (IMAP)

If local users use desktop clients that support IMAP, configure the Internet
Mail Client on CallPilot before implementing VPIM Networking. Because
IMAP also uses SMTP, some of the configuration of IMAP is completed on
the same dialog boxes where VPIM Networking is configured.
Windows configuration
Configure Windows for VPIM Networking. Configure the following:
• TCP/IP setup
• server FQDN
• DNS
VPIM-compliant messaging systems requirements

A messaging system must meet certain requirements for VPIM compliance.
Number of recipients and message length

The VPIM standard does not restrict the number of recipients in a single
message. It also does not limit the maximum message length. The
limitations of disk storage affect the accepted message length. However,
CallPilot does have restrictions. CallPilot cannot deliver a message body
that is longer than 120 minutes. This length is also affected by the limits of
disk storage. Mail relays can also impose restrictions on message length.
Voice encoding
To exchange messages between CallPilot and a VPIM-compatible system,
G.726 voice encoding is used.
VPIM Version 2 conformance

To claim conformance and be recognized as VPIM-compliant, a messaging
system must implement all mandatory features in the areas of content and
transport. In addition, systems that conform to this profile must not send
messages with features beyond this profile unless explicit per-destination
configuration of these enhanced features is provided.
VPIM Version 2 conformance table

VPIM Networking conforms to the VPIM Version 2 specifications established
by the Internet Engineering Task Force (IETF). The conformance table that
follows indicates what functionality a messaging system must support to be
considered VPIM-compliant. This table also indicates CallPilot support for
these requirements.
Conformance table description

The conformance table has the following columns:
• Feature: Name of the protocol feature.
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• Area: Conformance area to which each feature applies.

— C = content
— T = transport
— N = notification
• Status: Whether the feature is mandatory, optional, or prohibited. Five

degrees of status are used in this table:
— Must = mandatory
— Should = encouraged optional
— May = optional
— Should not = discouraged optional
— Must not = prohibited
• Nortel: CallPilot VPIM Networking compliance with the feature is marked

with an X. Features ignored when messages are received are marked
with an I.
Table 1
Conformance table
May Should Must
Feature Area Must Should tr not not Nortel
Message addressing formats
Use DNS host names C X X
Use only numbers in C X X
mailbox IDs
Use alphanumeric mailbox C X
IDs
Support of postmaster@d C X X
omain
Support of non-mail-user@ C X X
domain
Support of distribution lists C X
Message header fields: Encoding outbound messages
From C X X
From: addition of text C X X
name
To C X X
CC C X X
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May Should Must

Date C X X
Sender C X
Return-path C X
Message ID C X X
Reply to C X
Received C X X
MIME Version 1.0 (Voice C X X
2.0)
Content-type C X X
Content-transfer encoding C X X
Sensitivity C X X
Importance C X X
Subject C X X
Disposition-notification-to N X
Other headers C X X
Message header fields: Detection and decoding inbound messages
From C X X
From: utilize text personal C X X
name
To C X X
CC C X I
Date C X X
Date: conversion of date to C X
local time
Sender C X I
Return-path C X I
Message ID C X X
Reply to C X X
Received C X I
MIME Version 1.0 (Voice C X I
2.0)
Content type C X X
Content-transfer encoding C X X
Sensitivity C X X
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May Should Must

Importance C X X
Subject C X X
Disposition-notification-to N X
Other headers C X I
Message content encoding: Encoding outbound audio/fax contents
7bit MIME C X
8bit MIME C X
Quoted printable C X
Base64 C X X
Binary C X
Message content encoding: Detection and decoding inbound messages
7bit MIME C X X
8bit MIME C X X
Quoted printable C X X
Base64 C X X
Binary C X X
Message content types: Inclusion in inbound messages
Multipart/voice message C X X
Message/RFC822 C X X
Application/directory C X X
Application/directory: C X X
include TEL, EMAIL
include N, ROLE, SOUND,
REV
Application/directory: only C X X
one per level
Audio/32KADPCM C X X
Audio/32KADPCM: C X X
content-description
content-disposition
content-duration
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May Should Must

Audio/32KADPCM: C X
content-language
Audio/* (other encodings) C X X
Image/TIFF C X
Multipart/mixed C X X
Text/plain C X X
Multipart/report N X X
Multipart/report: N X
human-readable part is
voice
Message/delivery status N X X
Message/disposition-notifi N X
cation
Other contents C X X
Message content types: Detection and decoding in inbound messages
Multipart/voice message C X X
Message/RFC822 C X X
Application/directory C X X
recognize TEL, EMAIL
recognize N, ROLE,
SOUND, REV
Audio/32KADPCM C X X
Audio/32KADPCM: content C X I
description
Audio/32KADPCM: content C X X
disposition
Audio/32KADPCM: content C X X
duration
Audio/32KADPCM: content C X I
language
Image/TIFF C X X
Image/TIFF: send NDN if C X X
unable to render
Audio/* (other encodings) C X X
Multipart/mixed C X X
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May Should Must

Text/plain C X X
Text/plain: send NDN if C X X
unable to render
Multipart/report N X X
Multipart/report: N X X
human-readable part is
voice
Message/delivery status N X X
Message/disposition-notifi N X
cation
Other contents C X X
Other contents: send NDN N X X
if unable to render
Forwarded messages: C X X
use message/RFC822
construct
Forwarded messages: C X X
simulate headers if none
available
Reply messages: send to C X X
reply-to, else From address
Reply messages: always C X X
send error on non-delivery
Notifications: use N X
multipart/report format
Notifications: always send C X
error on non-delivery
Message transport protocol: ESMTP commands
HELO T X X
MAIL FROM T X X
MAIL FROM: support null T X X
address
RCP To T X X
DATA T X X
TURN T X X
QUIT T X X
RSET T X X
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May Should Must

VRFY T
EHLO X X
BDAT (5) T X
Message transport protocol: ESMTP keywords and parameters
PIPELINING T X
SIZE T X X
CHUNKING T X
BINARYMIME T X X
NOTIFY N X X
ENHANCED N X
STATUSCODES
RET N X X
ENVID N X X
Message transport
protocol: ESMTP-SMTP
downgrading
Send delivery report upon
downgrade
Directory address resolution
Provide facility to resolve C X X
addresses
Use Vcards to populate C X X
local directory
Use headers to populate C X X
local directory
Management protocols
Network management T X
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Chapter 8
CallPilot networking implementation
concepts
In this chapter
"Section L: About implementing networking" (page 145)
"Section M: Key concepts" (page 153)
"Section N: CallPilot Manager networking configuration pages" (page 155)
"Section O: Coordination among sites" (page 164)
Section L: About implementing networking

In This section
"Designing the messaging network" (page 148)
"Installation and implementation concepts" (page 151)
Overview
This chapter provides an overview of the concepts required to implement
CallPilot networking solutions. For more detailed information, see Chapter
11 "Implementing and configuring CallPilot networking" (page 195) of this
guide, which deals with the specifics of implementing and configuring the
networking solutions.
The CallPilot networking solutions allow you to create a multimedia
messaging network of up to 500 sites so that mailbox owners at one site can
exchange messages with mailbox owners at other sites. Voice, fax, and text
messages can be sent and received through the telephone or desktop PC.
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146 Chapter 8 CallPilot networking implementation concepts
Messages are transmitted from the local site to a remote site using one of
the following protocols:
• AMIS Networking
• VPIM Networking
CallPilot can also exchange messages with users at sites that are not
defined in your messaging network. Sites that are not defined in your
messaging network are referred to as open sites. You can exchange
messages with open sites using one of the following protocols:
• AMIS Networking (also referred to as Open AMIS Networking)
• VPIM Networking (also referred to as Open VPIM Networking)
In addition to these networking protocols, you can use Network Message

Service (NMS). With NMS, you can have two or more switches that are
connected by ISDN and share the same messaging system. The users
at each switch location have complete CallPilot functionality, and are all
maintained on one CallPilot server. The collection of switch locations,
connections, and the messaging server is known as an NMS network.
AMIS Networking
AMIS Networking uses the Audio Messaging Interchange
Specification-Analog (AMIS-A) protocol, an industry standard for the
transmission of voice messages between messaging systems. You can use
AMIS Networking to exchange voice messages with any remote sites that
support the AMIS protocol. These remote sites can be within a private
switch network (integrated sites), or within the public switch network (open
AMIS sites).
Note: Remote sites that are configured to use the AMIS protocol in your
network database are referred to as Integrated AMIS Networking sites.
Enterprise Networking is a networking solution that transmits voice
messages between mailbox owners at different sites in a private messaging
network. Enterprise Networking uses a proprietary analog protocol that is
based on extensions to the AMIS protocol.
If the Names Across the Network feature is enabled, Enterprise Networking
also:
• allows the local mailbox owner to hear a remote user’s spoken name
while composing and sending messages
• supports the display of text names on the phoneset
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Overview 147
• supports name dialing for remote addresses
VPIM Networking
With VPIM Networking, mailbox owners can exchange voice, fax, and text
messages with other mailbox owners over a TCP/IP data network. You can
use VPIM Networking to exchange messages with any remote site that
supports the VPIM protocol. These remote sites can be part of your private
network (integrated sites), or they can be in a public network (open VPIM
sites). VPIM Networking uses Simple Message Transfer Protocol (SMTP)
and Multipurpose Internet Mail Extensions (MIME) in compliance with the
Voice Profile for Internet Mail (VPIM) standard.
If either the Names Across the Network, or Enhanced Names Across the
Network feature is enabled, VPIM Networking also:
• allows the local mailbox owner to hear a remote user’s spoken name
while composing and sending messages
• supports the display of text names on the phoneset
• supports name dialing for remote addresses
About implementation
Implementation of CallPilot networking requires planning and coordination
between the network administrators of the various sites. The time you spend
planning the network saves you time during implementation. It also reduces
the time it takes to troubleshoot network problems after implementation.
To properly plan for implementation, you must understand the process and
all the information that you are expected to provide. You must also look
at the implementation on paper. Analyze it to determine if there are any
conflicts or missing information.
Implementation scenarios
There are several possible scenarios for implementing your CallPilot system:
• Your site is part of a new messaging network of CallPilot systems.
If you are designing a completely new messaging network in which each
site uses CallPilot, you can design a simple and elegant messaging
network.
Preliminary planning must be done before you can install any networking
solution. This planning results in a messaging network that is perfectly
designed for CallPilot networking.
• Your site is being added to an existing, compatible messaging network.
• Your site is part of an existing messaging network that is being converted
to CallPilot.
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If your site is part of an existing network that is being converted to

CallPilot, the implementation process is somewhat different. For
example, a dialing plan exists. CallPilot networking is easiest to
implement and maintain when the messaging network uses a uniform
dialing plan. However, it is unlikely that you can change the entire dialing
plan to suit your preferences. Therefore, you may have to implement
the networking solution or solutions using a dialing plan that is more
complicated to implement and maintain. For more information about
implementing a uniform dialing plan, see your switch documentation.
If your site is being converted to CallPilot from Meridian Mail, you can
migrate most of the existing information from Meridian Mail into the
CallPilot network database. The Meridian Mail to CallPilot Migration
Utility automates the movement of data. For more information about
converting to CallPilot from Meridian Mail, see the Meridian Mail to
CallPilot Migration Utility Guide (NTP NN44200-502).
• Your site is part of an existing messaging network and is being converted
to CallPilot, while other sites are not being converted.
The process that you follow is determined somewhat by your particular

situation. To simplify the process, follow the guidelines described in this
guide, as well as in the online Help.
Network administrators
A network administrator maintains the messaging network at one or more
sites. You can designate
• one network administrator for all sites
• one network administrator for each site
• several network administrators, with each administrator being
responsible for a small number of sites in the network
Your first step in planning is to determine who maintains a particular site.

Nortel recommends that one network administrator be responsible for
coordinating the implementation and administration of the entire messaging
network. Communication among site administrators is required to maintain
the messaging network. A coordinator can simplify this process.
Designing the messaging network

When you receive your CallPilot server, the basic design of your messaging
network is already complete. The planning engineers who determined how
CallPilot can be used in your messaging network also decided:
• how many sites the messaging network contains
• which networking protocols are used
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Designing the messaging network 149
Basic design tasks for network administrators

You must complete the basic design of the messaging network. This
includes the following tasks:
• Assign unique, useful names to every site in the messaging network.
• Identify the Network Message Service (NMS) sites in the messaging
network.
• Determine the dialing plan that is used among sites.
• Determine the networking solution that is used between a pair of sites.
Network database
Each site in the messaging network has its own network database that
contains all information entered during the implementation and configuration
of networking at that site. You must understand the network database
structure because it is integral to understanding how to implement a
The network database contains three main types of information:
• information about each of the networking solutions installed at the site
• information about the local site
• information about every remote site in the messaging network with
which the local site communicates
The local site and each remote site that is configured in the network
database consist of:
• a messaging server—the computer on which CallPilot (or for remote
sites, some other messaging system) resides
• a prime switch location—the switch that is directly attached to the
messaging server
When the site uses NMS, the site configuration consists of:
• a messaging server
• a prime switch location
• one or more satellite-switch locations
If a remote site is configured in the network database, it is considered to be

an integrated site. If a remote site is not configured in the network database,
it is considered to be an open site. For more details, see "Networking
requirements and considerations" (page 166).
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The information you enter into your network database for each remote site
must be provided by the remote site’s network administrator. Most of the
information that you enter for a remote site is the same information that is
entered for the remote site in its network database. Network databases
must be identical across the messaging network. Otherwise, networking
does not work correctly.
When to add remote sites to the network database

The local network database contains information about the remote sites
with which the local site exchanges messages. These sites appear in the
messaging network tree in CallPilot Manager.
If the messaging network is a true mesh network, your network database
contains information about each site in the network. Each site can exchange
messages with all sites in the network.
For larger messaging networks, a mesh network can be impractical or
unnecessary. In fact, in most messaging networks, a site connects only to
those remote sites with which it commonly exchanges messages. In this
case, the database does not contain the sites with which the local site does
not exchange messages.
The following diagram illustrates a non-mesh network. In this example, only
Head Office (site 1) connects to all sites. The other sites connect only to
those sites with which messages are exchanged. The Manufacturing site,
for example, connects only with the Distribution and Head Office sites.
Figure 27
Non-mesh network
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Installation and implementation concepts 151
The mesh or non-mesh network concepts are important because some

values must be unique both in the network database and throughout the
messaging network. When you configure CallPilot, CallPilot Manager can
identify information that is not unique in the local network database. You
must manually ensure that information is unique across the messaging
network.
For more information about how CallPilot Manager validates information that
you enter, see the following sections:
• "Validation" (page 162)
• "Ensuring information is unique" (page 163)
Open and integrated sites

A messaging network is made up of integrated sites. A site is considered
integrated when it is included in the network databases of the other sites
in the messaging network.
However, a site can exchange messages with sites that are not part of the
messaging network. These other sites are known as open sites. A typical
open site can be a major customer or supplier to your company.
Protocols used to communicate with open sites

The ability to exchange messages with open sites is achieved by using
industry-standard protocols, such as AMIS or VPIM. As long as the
messaging system at an open site complies with either protocol, sites in the
messaging network can communicate with the open site.
Installation and implementation concepts

In CallPilot, a distinction is made between a networking solution that is
installed and one that is implemented. This concepts detailed in this guide,
used in conjunction with the procedures in the online Help, describe the
implementation process for each of the networking solutions.
This guide provides:
• a general description of the implementation process and introduces
some of the key concepts necessary to understand the process
• implementation checklists and configuration worksheets to help you plan
and implement networking on your CallPilot server
The online Help provides the actual procedures for implementing the various
networking solutions.
Differences between installation and implementation

The difference between networking installation and implementation is
important.
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Installation
When you purchase the networking keycode, all networking solutions except
NMS are installed and enabled on your CallPilot server.
Implementation
To be available on your server, the networking solution must be
implemented. Implementation means that the networking solution is
properly configured and the network database is set up.
Network implementation prerequisites

Implementation of a networking solution is an incremental activity. Before
you begin to implement a networking solution, you must ensure that the
following tasks are already completed:
• The CallPilot server is set up and configured for local use.
If it is not, see the following documents for instructions:
— CallPilot Installation and Configuration guide for your server
— CallPilot Administrator’s Guide (NN44200-601)
• The switch is set up and configured for local use.

Note: Switch security features can be configured with networking
in mind.
• The appropriate number of switch trunks are available.

• The appropriate number of CallPilot channels are available.
Recommended order of implementation

Information that you provide when implementing one networking solution is
also required when you implement the next networking solution.
For example, suppose you have Integrated AMIS Networking and Enterprise
Networking installed on your system. Several configuration boxes that you
must complete during the implementation of Integrated AMIS Networking are
enabled because Enterprise Networking is also installed. In some instances,
you must enter temporary information (which is called a placeholder) into
those boxes before you can save the information in the network database.
The implementation process is easier if you follow this recommended order:
Step Action
1 Network Message Service (NMS)
2 Desktop or Web messaging. For information about IMAP

implementation, see the Desktop Messaging and My CallPilot
Installation and Administration Guide (NN44200-305).
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Section M: Key concepts 153
3 AMIS Networking, Enterprise Networking or VPIM Networking
—End—
Network Message Service implementation

Nortel recommends that you implement and test all NMS sites in the
messaging network before you implement any other networking solution.
Nortel also recommends that you verify the accuracy of information for your
site before you release it to remote network administrators.
Open AMIS Networking

If your site uses the AMIS protocol to exchange messages with open sites
only, implement open AMIS Networking. Follow the procedures in the
online Help.
Integrated AMIS Networking

If your local site uses the AMIS protocol to exchange messages with
only integrated sites, or with both integrated and open sites, implement
Integrated AMIS Networking. Follow the procedures in the online Help.
Implementation checklists
To help you track your progress while implementing one or more networking
solutions, you can use the implementation checklists that are provided in
Appendix "Implementation and planning tools" (page 273):
• "Open AMIS Networking Implementation Checklist: NWP-035" (page
277)
• "Integrated AMIS Networking Implementation Checklist: NWP-032"
(page 278)
• "Enterprise Networking Implementation Checklist: NWP-031" (page
280)
• "VPIM Networking Implementation Checklist: NWP-029" (page 282)
• "Open VPIM Implementation Checklist: NWP-036" (page 284)
Section M: Key concepts

In this section
"Network views" (page 154)
"Performing local and remote administration" (page 154)
"Multi-administrator environments" (page 155)
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Network views
Your view of your messaging network depends on which site you are on.
From your perspective, only one site is local. All other sites are remote.
However, the administrator of another site sees that site as local and all
others as remote.
In most cases, the site where you are physically located is the local site.
However, if the necessary permissions are set up on the system, you
can administer a remote site. Even though the site is physically remote,
from your perspective, it is the local site. For example, while dialing in to
Site 2 and performing network administration from another site, Site 2 is
considered the local site and all other sites are remote.
Performing local and remote administration

You can implement and administer a CallPilot networking site either locally
or remotely.
In most networks, each site has a local on-site messaging network

administrator who maintains the system. However, with CallPilot’s remote
administration capability, you can implement and administer sites remotely.
If you are implementing and administering sites remotely, follow the
procedures in the online Help for each site.
It is important to note, however, that whenever you are administering a site

remotely, you are acting as the local administrator of that site.
Site security
CallPilot protects site configuration from unauthorized users. To implement
and administer sites remotely, you must have the proper authorization and
password for each site.
Logging on to a local or remote server

CallPilot Manager is a Web-enabled administration tool that is used to
configure and maintain your CallPilot server from any PC that has IP
connectivity to your CallPilot server.
CallPilot Manager provides three pages for implementing and maintaining
the CallPilot networking solutions:
• Message Delivery Configuration
• Message Network Configuration
• Network Diagnostics (Enterprise Networking only)
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Section N: CallPilot Manager networking configuration pages 155
Message Delivery Configuration

The Message Delivery Configuration page is where message transmissions
for each networking protocol are enabled, and settings such as the batch
thresholds, delivery schedules, SMTP security, and encryption are defined.
Message Network Configuration

The Message Network Configuration page is where the local site, switch
locations, and remote sites are defined.
Network Diagnostics (Enterprise networking only)

Use the Network Diagnostics test to check the Enterprise networking
configuration. With Network Diagnostics, you can determine which sites are
enabled or disabled and check the status of all of your AMIS and Enterprise
sites.
Relationship of the CallPilot Manager Web server to the CallPilot

server
The CallPilot Manager Web server software can be installed on the CallPilot
server, or on a stand-alone server. If the CallPilot Manager Web server
software is installed on a stand-alone server, you must know the CallPilot
Manager server’s host name or IP address as well as the CallPilot server’s
host name or IP address.
Logging on
You must use a Web browser to log on to and administer the CallPilot server.
The process for logging on to a remote CallPilot server is the same as for
logging on to the local server. The logon process is detailed in "Logging on
to the CallPilot server with CallPilot Manager" (page 20).
Note: You can use CallPilot Manager to log on to and administer any
CallPilot 2.0 or later server in your network. You cannot use CallPilot
Manager to administer CallPilot servers that are running CallPilot 1.07
or earlier.
Multi-administrator environments
Multiple administration is a standard database management feature
that allows many administrators to work on a database at the same
time. For more information about multi-administrator environments, see
"Multi-administrator access" (page 23).
Section N: CallPilot Manager networking configuration pages

In this section
"Message Delivery Configuration description" (page 156)
"Message Network Configuration description" (page 158)
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"Working with the Message Network Configuration page" (page 160)
"Validation" (page 162)
"Ensuring information is unique" (page 163)
"Specifying time periods" (page 164)
Message Delivery Configuration description

The Message Delivery Configuration page contains message delivery
options information for each of the networking solutions. It is accessible in
CallPilot Manager as follows:
• for all networking solutions if you purchased the networking feature
• for Enterprise Networking only, if you did not purchase the networking
feature Networking solutions
You must complete the Message Delivery Configuration page to implement

the following networking solutions:
• AMIS Networking
• VPIM Networking
You do not use the Message Delivery Configuration page to implement NMS.
To open the Message Delivery Configuration page

In CallPilot Manager, click Messaging - Message Delivery Configuration.
Result:The Message Delivery Configuration page appears:
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Message Delivery Configuration description 157
Note: If you want to print the Message Delivery Configuration

parameters, follow the procedure detailed in the CallPilot Manager
online Help.
To navigate to subsequent pages

Some Message Delivery Configuration options are accessible on separate
pages. To access the subsequent pages, click the underlined text on the
main Message Delivery Configuration page, or the action button in the area
you are configuring. When you click an underlined link or the action button,
a new page appears.
To cancel changes on a CallPilot Manager page

Each page has a Cancel button. You must understand how Cancel works
to ensure that you do not inadvertently lose configuration information that
you entered.
When you enter configuration information on a page, the information is
saved to the network database only when you click Save.
This means that when you click Cancel, the following occurs:
• All of the changes that you enter on the page are deleted.
• You are returned to the previous page.
Click Cancel only if you want to undo all of your changes on the page.
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Note: To delete specific information from a field, use the standard

Windows methods, such as the Backspace or Delete keys.
To save configuration changes

You do not have to complete the configuration of your entire messaging
network at one time. You must save any changes that you do make in a
session. If you do not save your changes, the network database is not
updated when you go to another CallPilot Manager page.
To save your changes, click Save on the page on which you are working.
Message Network Configuration description

The Message Network Configuration page contains a graphical
representation of your messaging network. It uses a tree to show the local
site and all remote sites in the messaging network. Use the tree to add,
remove, and modify the configuration of messaging servers and switch
locations in your messaging network.
To open the Message Network Configuration page

In CallPilot Manager, click Messaging, and then Message Network
Configuration.
The Message Network Configuration page appears, showing the network

tree.
Figure 28
Message Network Configuration
How sites and switch locations are represented

A site consists of a messaging server and a prime switch location. If the site
is using NMS, the site also includes one or more satellite-switch locations.
In the tree view, a site is represented by the messaging server icon. To see
the switch locations associated with a site, click the plus sign (+) next to
the messaging server.
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Message Network Configuration description 159
Note: To reduce the amount of time required to display the network

tree, you can expand the tree for only one site at a time. This means
that if the switch locations for a particular site are visible when you click
another messaging server, the page refreshes to show only the switch
locations for the messaging server that you chose.
Local messaging server and prime switch location

The local messaging server and local prime switch location are automatically
added to the Message Network Configuration tree when CallPilot is installed
on your system. They cannot be deleted.
Remote messaging servers and prime switch locations

Each messaging server is associated with a prime switch location. For
this reason, when you add a remote messaging server to your messaging
network, a prime switch location is automatically created for that remote
messaging server. By default, the prime switch location is given the same
name as the messaging server. The prime switch location for a remote
messaging server cannot be deleted.
Satellite switch locations

The messaging network tree shows which sites in the network are NMS
sites. NMS sites have one or more satellite-switch locations in addition
to the prime switch location.
You can distinguish a prime switch location from a satellite-switch location

by its icon as follows:
Figure 29
Satellite switch locations
Network tree and maximum number of sites

The Message Network Configuration tree can contain up to 500 sites. An
NMS site can have up to 999 satellite-switch locations. It is very important
to be organized when implementing large messaging networks.
If the size of the network tree exceeds the size of the browser window, a
scroll bar appears on the right side of the browser window.
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Network tree organization

When you are implementing and maintaining large networks, it can be
difficult to keep track of sites, messaging servers, and switch locations. For
this reason, CallPilot automates some of the organization for you.
Local site
The local site is always shown at the top of the network tree, under the
Local Server Maintenance branch.
If the local site is an NMS site, the prime switch location is always listed
directly following the messaging server. The satellite-switch locations are
listed in alphabetical order following the prime switch location.
Remote sites
Remote sites are shown following the Remote Server Maintenance branch.
Remote sites are listed in alphabetical order.
All the satellite locations, including the prime switch location, are listed in
alphabetical order. Note that the prime location icon differs from the remote
location icons.
Working with the Message Network Configuration page

Each messaging server and switch location in the Message Network
Configuration tree has a page that contains the configuration settings for
that messaging server or switch location.
To open a messaging server or switch location page

You can open the page for any messaging server or switch location in the
messaging network from the Message Network Configuration tree.
Step Action
1 In CallPilot Manager, click Messaging, and then Message Network

Configuration.
2 Do one of the following tasks:
To Click
add a new remote New Server.
server
Result: A blank page for the new messaging
server appears.
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Working with the Message Network Configuration page 161
To Click
add a new switch the name of the messaging server in which you
location are interested, and then click New Location.
Result: A blank page for the switch location

appears.
modify the the name of the messaging server or switch

configuration for location in which you are interested, and then
an existing server click Show Details.
or switch location
Result: The page for the messaging server or
switch location appears.
3 Configure the settings on the page as required.

For instructions, see the CallPilot Manager online Help.
4 Click Save.
—End—
To navigate to subsequent pages

Some Message Network Configuration options are accessible on separate
pages. To access these pages, click the underlined text on the main
Message Network Configuration page, or the action button in the area you
are configuring. When you click an underlined link or the action button,
a new page appears.
To cancel changes on a CallPilot Manager page

Each page has a Cancel button. You must understand how Cancel works
to ensure that you do not inadvertently lose configuration information that
you entered. When you enter configuration information on a page, the
information is saved to the network database only when you click Save. This
means that when you click Cancel, the following occurs:
• All of the changes that you enter on the page are deleted.
• You are returned to the previous page.
Click Cancel only if you want to undo all of your changes on the page.
Note: To delete specific information from a field, use the standard

Windows methods, such as the Backspace or Delete keys.
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To save configuration changes

You do not have to complete the configuration of your entire messaging
network at one time. You must save changes that you do make in a session.
If you do not save your changes, the network database is not updated when
you go to another CallPilot Manager page.
To save your changes, click Save on the page on which you are working.
Validation
Validation is the process of checking the information entered during
configuration before saving it to the database. Validation identifies any
problems with the information that you entered before it is added to the
network database. This minimizes configuration problems and helps to
ensure that the information that you entered is correct.
Levels of validation
There are two levels of validation:
• field
• record
Field validation ensures that you can enter only valid characters into a box
on a page. For example, if a box accepts only numbers, you are not allowed
to enter letters. If you are unable to enter characters into a box and do not
know why they are being rejected, click the Help button on the page. The
online Help appears explaining what the page does, as well as identifying its
default values and restrictions, if any.
Record validation ensures that the information you entered while completing
a page is complete and consistent, and does not conflict with any other
records in the network database. Record validation occurs when you click
Save.
Examples
Many boxes must be unique within the site. If a site uses the Coordinated
Dialing Plan (CDP), up to 250 steering codes can be defined. Every steering
code must be unique for the site.
Other boxes must be unique across the messaging network. For example,
every messaging server must have a unique name.
For more information about validation, see "Ensuring information is unique"

(page 163).
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Ensuring information is unique 163
Ensuring information is unique

As you configure the messaging network, you must provide information that
is unique. When determining if information is unique, you must consider
two factors:
• the context in which an item is unique
• the comparison against which an item is unique
Context
There are different contexts in which an item must be unique:
• Some items must be unique for the local site.
Example: CDP steering codes
• Other items must be unique in the local network database (which
contains the local site and all remote sites with which the local site
exchanges messages).
Example: Site ID
• An item can be absolutely unique in the context of certain other items.
Example: Network shortcuts and prefixes (For more details, see
"Unique numbers" (page 163).)
Uniqueness and validation

It is important to keep the uniqueness requirements in mind when
implementing a messaging network, because not all boxes are automatically
validated for uniqueness.
When a box must be unique against local information or information in the

local network database, it is automatically validated. If a box is not unique
as required, an error is generated and you must correct the information
before it is accepted.
Note: Several boxes (such as the site ID and connection DNs) must be
synchronized across the entire messaging network. The information in
various network databases cannot be checked automatically. For these
types of boxes, the network administrators of all sites must coordinate
their efforts and determine if the information entered in each network
database is correct. This must be done before implementation begins,
ideally as part of the information-gathering phase of the implementation
process.
Unique numbers
Most of the information that must be unique is numerical. In a messaging
network, unique numbers have a particular definition.
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A unique number is one that does not conflict with another number. Conflict
occurs when there is an exact or a partial match when compared from left to
right. A number is unique when it does not repeat any consecutive digits
when read from left to right.
Example
• 6338 conflicts with 6338, 633, 63, and 6.
• If you use 6338 and require a unique number, you must use one that is
unique from left to right; for example, 7338 is unique
Specifying time periods

When you implement CallPilot networking solutions, several parameters
are expressed as periods of time.
24-hour clock
CallPilot uses a 24-hour clock. Therefore, 3:00 p.m. is expressed as 15:00.
Guidelines
Use the following guidelines to specify time periods:
• The last minute of any hour is expressed as x:59 (where x represents
the hour).
For example, 8:00–8:00 is actually configured as 8:00–7:59.
• Overlapping time periods are affected accordingly.
— There is no overlap between 8:00–10:00 (configured as 8:00–9:59)
and 10:00–17:00 (configured as 10:00–16:59).
— There is a 1-minute overlap between 8:00–10:00 (configured as
8:00–9:59) and 9:59–17:00 (configured as 9:59–16:59).
Section O: Coordination among sites

In this section
"Coordinating network information" (page 164)
"Networking requirements and considerations" (page 166)
Coordinating network information

If a network administrator makes changes to the configuration of one site,
often these changes must be communicated to the network administrators
of all other sites. The network databases of all other sites must reflect
these changes.
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Coordinating network information 165
Ensuring information is consistent across the network

One of the most important implications of the CallPilot network database
system is the interdependence of the databases. Although each site has
its own network database, the information in one must be consistent with
the information in another. If you change one network database, you must
ensure that all other network databases are also changed.
Therefore, network administrators must coordinate their efforts before

implementing a networking solution or making changes. If changes are
made to one network database but not to the other network databases, the
messages exchanged with the site that changed its network database can
result in non-delivery notifications, depending on what was changed.
Information that must be coordinated

As part of the coordination effort, you must gather information for the
whole network and analyze it to ensure that there are no conflicts or
oversights. You must also coordinate the following information with the
other network administrators before any site in the messaging network can
be implemented:
• local messaging server name
• site ID
• protocol used between a pair of sites
• dialing plan used for connecting to each site
• connection information:
— ESN location codes
— CDP steering codes
— connection DNs (Enterprise Networking) or system access numbers
(AMIS Networking)
• SMTP/VPIM network shortcuts (VPIM Networking)
Configuration worksheets
You can use the configuration worksheets, which are provided in Appendix
"Implementation and planning tools" (page 273) to record the information
that you gather. You can then transfer this information to a messaging
network diagram to help you visualize the network. Check the information
carefully to ensure that each element is unique.
After all information is configured in CallPilot, you can:
• retain the completed configuration worksheets as a hard copy backup
record of your network
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• send the completed worksheets to other messaging network

administrators to help them configure the network databases at their
sites
The following table identifies the configuration worksheets:
Information type Worksheet name

CDP steering codes "CallPilot Networking: CDP Steering Codes:
NWP-027" (page 286)
ESN location codes "CallPilot Networking: ESN Location Codes:
NWP-037" (page 287)
your local site "CallPilot Networking: Local Server Maintenance:
NWP-024" (page 288)
each remote site "CallPilot Networking: Remote Server Maintenance:
NWP-025" (page 289)
each switch location "CallPilot Networking: Switch Location Maintenance:
NWP-026" (page 292)
your local server’s "CallPilot Networking: Message Delivery Configuration:
message delivery NWP-028" (page 294)
configuration settings
open VPIM shortcuts "CallPilot Networking: Open VPIM Shortcuts:
NWP-038" (page 297)
Networking requirements and considerations

When implementing a particular networking solution, consider the items
discussed in this section.
Interaction of networking with other CallPilot features

Each CallPilot networking solution supports different features. You must
also be aware of how a particular networking solution interacts with other
CallPilot features.
Dialing plans
When you begin to implement a networking solution, the dialing plan used
by your local site is already configured on the switch. The decision about
which dialing plan to use for each site in your network is already determined
when you begin to implement a networking solution. Therefore, during
implementation, you are simply reflecting the existing plan in your network
database.
Even though the dialing plan is already set up, you must understand how
to gather the dialing plan information from the switch. You must also
understand the implications of the dialing plan for your messaging network.
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see Chapter 5 "Dialing plans and networking" (page 89) for detailed
information on dialing plans.
Channel requirements
To process a call, AMIS and Enterprise Networking require access to a
channel. A channel provides a connection between the switch and the
Digital Signal Processor (DSP) cards on the CallPilot server.
CallPilot supports three channel types, each corresponding to different
media:
• voice
• fax
• speech recognition
Although a networking solution can work with all three types of channels,
voice ports are usually used.
The channel requirements for a networking solution are expressed as a
minimum and maximum range.
Coordinate with the system administrator to determine how the channel
requirements are set. The system administrator must know about the
networking solutions that are implemented and the anticipated traffic before
setting up the channels. This ensures that when a networking solution is
implemented, the necessary channel resources are available.
If channels are dedicated to networking, the number of channels required for
networking must be identified. However, the number required also depends
on the traffic requirements of other CallPilot features.
For significant amounts of analog networking traffic and for NMS, additional
voice channels can be required.
The following table shows how many networking calls are processed each
hour for a specific number of channels. The table is based on the following
assumptions:
• Five percent of the recipients of composed messages are at remote
sites.
• The message length is 40 seconds.
• The network consists of three sites.
Number of Networking Number of

channels channels networking calls
72 2 102
96 3 153
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NMS and channels

NMS does not require channels to transmit messages. Calls between
switches in an NMS network are routed to the CallPilot server over ISDN
PRI links.
However, a calculation of the system size must consider all users, even if
they are attached to NMS users on satellite-switches.
Types of channels required

Networking requires full-service voice channels. Networking does not work
on basic-service voice channels.
If full-service multimedia channels are configured, they are used by

networking only if all full-service voice channels are busy or out of service
VPIM considerations
When VPIM Networking is installed, the CallPilot server must be attached
to the Nortel server subnet. Usually, this connection is already in place.
VPIM Networking is transmitted over the TCP/IP network. Therefore, VPIM
Networking does not require or use voice channels.
Network security
To maintain the integrity and security of your CallPilot system, each site in
your messaging network must follow the recommended security precautions
discussed in Chapter 13 "Security and encryption" (page 247).
Consider the following security measures:
• phoneset user, desktop user, and server access restrictions to prevent
toll fraud
• switch features, such as the following:
— Trunk Group Access Restrictions (TGARs)
— Class of Service (COS)
— Network Class of Service (NCOS)
• firewalls and packet filters (if you are using VPIM Networking)
• encryption (if you are using VPIM Networking)
Engineering considerations
You must consider the following engineering issues for each networking
solution:
• the impact of VPIM Networking on the local area network (LAN)
• message handling capabilities of the networking solution (throughput)
• message queuing capacities
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• message transmission times
Other considerations that you must be aware of are:
• The number of sites the messaging network can contain. CallPilot
supports a maximum of 500 integrated sites.
• The number of delivery sessions than can be active at one time
• The maximum number of simultaneous delivery sessions to a single
remote site depends on the networking solution.
• The length to which mailbox numbers are limited. For AMIS Networking,
mailboxes cannot exceed 16 digits.
• The way messages are handled.
All networking solutions deliver all messages in their entirety or not at all.
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Chapter 9
Gathering information
In this chapter
"Switch information" (page 174)
"Data network information" (page 173)
"Information required from switch" (page 175)
"Evaluating the switch information" (page 177)
"Information from other sites" (page 178)
Overview
This chapter describes how to gather the information required to implement
message networking. It also provides a checklist for all information that is
needed about the switch configuration.
For VPIM networking, information is required about the data network, the
dialing plan configured on the local switch location, and the other sites in the
messaging network.
Before you can begin to implement networking, gather the information

you require. You speed up the implementation process if you have this
information available before you begin. When you analyze the information
and look for inconsistencies and incompleteness, you ensure that potential
problems are resolved.
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172 Chapter 9 Gathering information
Required information
You must gather several types of information:
• local site information, especially about the switch configuration
information and dialing plan
• messaging network information that is provided by all remote sites
• local data network information (VPIM)
Why gather information?

The gathered information is used to:
• identify the sites in the messaging network
• identify the networking protocols used among sites
• identify how the sites relate to each other
• identify the dialing plan used by each switch in the network
• determine if the dialing plan on one or more switches in the network
must be modified to support the networking solutions of CallPilot
• create a messaging network representation (see"Create a messaging
network representation" (page 104) for more information)
• prepare for CallPilot configuration
Information about open sites

If local users exchange messages with open sites, gather the system access
numbers of these open sites. You need the system access number of at
least one open site that you can use when you test your implementation.
Coordinate with the administrator of a remote open site before you begin
to test the implementation.
If the implementation is an upgrade

If CallPilot NMS is an upgrade from an existing NMS setup or is being added
to an existing site, information must be gathered about the existing site.
Whenever possible, the information is reused so that the implementation
of CallPilot NMS is transparent to users, and they can continue to use the
system as they always have.
If the implementation is a new network

If NMS is a new implementation, this information must be created.
Information about the administrative setup must be gathered first so that
there are no conflicts. For example, prefixes used to dial an exterior number,
a long-distance number, or an international call can be gathered.
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Data network information 173
Much of the required information depends on the dialing plan that is used. If
CallPilot NMS is replacing a current system, usually the existing dialing plan
is re-created. If CallPilot is a new implementation, the choice of dialing plan
depends on how the system is used.
Recommendation
Nortel recommends an ESN dialing plan over a CDP dialing plan. An ESN
dialing plan has several advantages, including the following:
• easier to maintain
• easier to add new sites
• minimal conflicts with numbering plans
Data network information

VPIM Networking is implemented on top of the existing data network. To
configure VPIM Networking, you must be familiar with your local data
network and the remote data networks.
Data network
The following items were required when CallPilot was installed in your data
network:
• FQDN of the outgoing SMTP mail server
• IP address of the DNS
• host name of the local CallPilot system
• subnet mask used by the local CallPilot system
To implement VPIM Networking on CallPilot, you need to know the FQDN of

the local server.
You must also know the FQDN of each remote server that is expected to
exchange VPIM messages with the local CallPilot server.
Remote data network information

For each remote site with which the local site exchanges VPIM Networking
information, you must have the FQDN of the SMTP server. When
configuring VPIM Networking, you can provide the outgoing SMTP or the
mail proxy server FQDN, depending on your physical network setup.
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Switch information
When you begin to implement networking, the switch is already correctly
installed and configured, and is operational for CallPilot. This means that
the switch is set up for dialing among the sites in the messaging network.
The dialing plans that are configured on the switch for making telephone
calls between sites are also used to exchange messages among sites.
If messages are exchanged with open sites only, dialing plan information
is not required.
Gathering dialing plan information

You need the dialing plan information that is configured on the switch. You
must know the dialing plan used in the messaging network and how all sites
dial one another. The easiest way to gather this information is to ask the
switch technician or system administrator.
Gathering information directly from the switch

Gathering information directly from the switch is not recommended. The
information that you require is found on several switch configuration files
called overlays. Finding the information can be difficult and time-consuming.
If you must gather the information from the switch, consult your switch
documentation for the proper procedures and detailed descriptions of the
information in each overlay.
Confirming settings
Usually, when the switch is configured, the switch technician addresses the
impact of messaging on the switch. However, to ensure that there are no
problems, you must confirm that the configuration suits the needs of your
networking solution and can handle your anticipated volume of traffic. If you
discover that changes are necessary, you must complete these changes
before you proceed with the implementation of your messaging network.
How dialing plans are used by VPIM Networking

Even though VPIM Networking transmits messages over the data network,
not a switch network, dialing plan information is still required if messages
are exchanged with integrated sites.
The dialing plan that is configured on the switch is used by VPIM

Networking. VPIM Networking is designed to be virtually transparent. Users
can address a VPIM Networking message to an integrated site by using the
same numbers that they use to call that integrated site.
Example
To call the site in Dallas, Samantha Singh dials an ESN prefix, 7888, and
the extension number of the individual she is calling, 1234.
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Information required from switch 175
To send a message to the same user, she enters 75 to begin composing

a message, and enters the ESN prefix and the extension number as an
address. VPIM Networking translates this information into a complete VPIM
address that forms the To: entry:
• 12145551234@company.com
The 1214555 is a VPIM Network shortcut for the Dallas site configured in
the local database. The Dallas site must have corresponding information
configured for its local site.
Information required from switch

You must gather information about the switch. You must verify that the
switch supports networking. You use some of the information, such as
dialing plan information, to configure CallPilot.
Gather information from:
• the local prime switch location
• the remote switch locations (prime and satellite)
Note: If the local site is an NMS site, you must also gather information
from each satellite-switch location.
Gather information about used features only

Most of the information that you gather from the switch is related to the
dialing plan. Gather information about a dialing plan only if a dialing plan is
being used. Do not gather the information if the dialing plan is installed on
the switch but is not currently being used.
Example: Your switch has both ESN and CDP installed. However, only
ESN is used. Do not gather CDP information.
Local prime switch location information checklist

You need the following information from the switch configuration:
• name or physical location of switch (useful to name the switch location
on CallPilot)
• dialing plan used:
— Electronic Switched Network (ESN)
— Coordinated Dialing Plan (CDP)
— hybrid dialing plan, combining ESN and CDP
— another dialing plan, such as public switched telephone network
(PSTN)
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• if ESN or hybrid dialing plan is used:

— ESN access code
— ESN location codes:
– local switch location
– remote switch locations
— overlap of location codes with extension numbers
• if CDP or hybrid dialing plan is used:

– remote switch location
— overlap of steering codes with extension numbers
• if another dialing plan, such as PSTN, is used:

— dialing prefix information
• confirmation that sufficient trunks are available for anticipated networking

traffic
• confirmation that restrictions are suitable for the planned messaging
network (for example, Trunk Group Access Restrictions [TGAR]) and
not too restrictive
• range of extension numbers used at the local site (for example,
7000-7999)
• information about existing CDNs and phantom DNs that are defined
on the switch
Remote switch location information checklist

For each remote site in the messaging network, you need the following
information about each switch location (prime and satellite):
• name or physical location of switch
• dialing plan used:
— Electronic Switched Network (ESN)
— Coordinated Dialing Plan (CDP)
— hybrid dialing plan, combining ESN and CDP
— another dialing plan, such as public switched telephone network
(PSTN)
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Evaluating the switch information 177
• if ESN or hybrid dialing plan is used:

— ESN prefix and ESN access code
— verify the ESN location codes
– remote switch locations
— overlap of location codes with extension numbers
• if CDP or hybrid dialing plan is used:

– remote switch location
— overlap of steering codes with extension numbers
• if another dialing plan, such as PSTN, is used:

— dialing prefix information
• range of extension numbers used at the local site (for example,

7000-7999)
• confirmation that all extension numbers at this switch location can be
dialed directly from the local switch
• confirmation that all extension numbers at this switch location can be
dialed in the same way
• information about existing phantom DNs and dummy ACD queues
defined on the switch
Evaluating the switch information

When you have the dialing plan information from all switches in the
messaging network, review the information to ensure that you do not have
to make any changes to switch configurations.
Mandatory requirement
The dialing plans of all switches in the network must have a uniform, or
standardized, dialing plan. A uniform dialing plan means that users on all
switches dial the same way to reach the same recipient. There is only one
exception to this rule: ESN access codes can be different. You need a
uniform dialing plan to dial users on other switches within the messaging
network and at public sites.
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A uniform dialing plan offers the following benefits:

• The network is easier to configure and maintain.
• Future growth of the network is allowed.
Configuring dialing plan information

You need extensive switch programming experience to configure dialing
plan information on a switch.
ATTENTION
If you determine that changes to the dialing plan configuration are necessary, ask
a switch technician to confirm your conclusion and make the necessary changes.
Information from other sites

Implementation of a networking solution is a coordinated effort. Many
decisions must be made before implementation begins. Gather the following
information before you begin to implement a messaging network:
• site names
• Enterprise site IDs, if Enterprise Networking is implemented in the
messaging network
• passwords—each site must decide on the initiating password and the
responding password that is used with every other site (Enterprise
Networking)
• fully qualified domain names (FQDNs) of servers
• the protocol used between the local site and all remote sites
• the dialing plan used between the local site and all remote sites
• connection DNs for each site that uses the AMIS protocol to exchange
messages with the local site
If any remote sites are NMS sites, also gather the following information for
each satellite-switch location:
• switch location name, switch type, location ID
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179
Chapter 10
About Network Message Service
In this chapter
"Dialing plans and NMS" (page 185)
"Implementing NMS" (page 186)
"NMS time zone conversions" (page 192)
Overview
Network Message Service (NMS) is a CallPilot feature that enables one
Meridian Application Server to provide messaging services to users in
a network of compliant switches. The collection of switch locations,
connections, and the messaging server is collectively known as an NMS
network. An NMS network consists of the Meridian Application Server, a
prime switch location, and two satellite-switch locations. Only the prime
switch location is directly attached to the server.
An NMS network is often a site within a more complex messaging network.

When an NMS network is part of a messaging network, it is called an NMS
site. A messaging network can have many NMS sites.
An NMS network is a type of private messaging network that is set up and

maintained by an organization for private use. In a typical private messaging
network, every switch is connected to a messaging server. Users connected
to a switch have mailboxes and can exchange messages with other users
connected to the same switch. Users can also send messages to users
on other switches in the network.
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180 Chapter 10 About Network Message Service
The following terms are used in discussions of NMS:
Term Definition
NMS network • The interconnected switches and the Meridian
Application Server
NMS site • An NMS network when it is part of a larger messaging
network in which each site has its own server
Prime switch • The switch location directly attached to the Meridian
location Application Server
Satellite switch • A switch location that is directly connected to the prime

location switch
Tandem switch • A switch location that is connected between the prime

location switch location and a satellite-switch location
User location • A logical grouping of mailboxes; can be the mailboxes

on one switch or the mailboxes on two or more switches
Prime switch location and satellite-switch locations

The switches are connected by Integrated Service Digital Network (ISDN)
primary rate access (PRA), and ISDN signaling link (ISL) trunks. The prime
switch communicates with the satellite-switches with the D channel of
Primary Rate Interface (PRI) (64 kbit/s).
The prime switch location and the satellite-switch locations communicate

through virtual signaling to turn the Message Waiting Indicator (MWI) on
a user’s telephone on and off. Virtual signaling is also used to transport
necessary call information for a networking voice message feature, such as
Call Sender. These calls are supported by using ISDN noncall-associated
transaction signaling messages.
Prime switch location and Meridian Application Server

The Meridian Application Server is connected to the prime switch with two
connections, one for voice and one for data. The Meridian Application
Server communicates with the prime switch using the Application Module
Link (AML) protocol. If the AML link fails, NMS calls are routed to the default
ACD DN configured for the CDN (DFDN).
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Overview 181
Note: AML was previously known as Command and Status Link (CSL)
and Integrated Services Digital Network/Applications Protocol link
(ISDN/AP)
Switches and NMS

Switches provide the call handling required by CallPilot. All switches that
are used by NMS are already configured and tested when you begin to
implement NMS. However, you must check this configuration to determine if
it is suitable for NMS. You must also do additional configuration to enable
functionality that is required by NMS.
Confirming the Network Class of Service

On each switch location in the NMS network, confirm that the Network
Class of Service (NCOS) level is adequate for NMS. If an NCOS level
is inadequate, NMS may not work. A Network Class of Service level is
a switch setting that controls access to trunks and call queuing. It also
provides users with extensive route warning tones.
NCOS and NMS

NMS requires that the system can dial within the NMS network. Therefore,
ensure that the NCOS level is sufficient to support a CallPilot system with
all features. The NCOS level must allow the system to dial out of a switch
location for Call Sender and Thru-Dial, but not create possible security
breaches.
NMS access mechanisms

Desktop user logon
NMS is designed to be transparent to users. Users on one switch use the
messaging system in the same way as users on all other switches and
have access to the same features. The only time NMS is not transparent
is when a desktop user logs on to the system. When desktop users at
non-NMS sites log on to CallPilot, they enter only their mailbox number and
their password. However, the first time desktop users at NMS sites log on to
the system, they must also select their location name from a drop-down list.
The location name is the name assigned to their switch location. After the
first logon, the selected location name becomes the default.
Direct access
Direct access is initiated by a user dialing an NMS directory number,
either by switch or network, or by pressing the Message Waiting key.
Auto-logon on NMS is supported if the call is initiated from the user’s
station. For a direct access call, the call is presented to CallPilot at the
prime switch through direct switches. This is a basic ISDN call that requires
noncall-associated ISDN Q.931 messages.
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However, to support NMS features that require transaction signaling to

transport the noncall-associated information, such as Message Waiting
Indicator notification and the Call Sender feature, the configuration
between the originating switch and the prime switch must support the
NMS transaction signaling transport. If the path used to transport the
noncall-associated messages is relayed through a switch that does not
support NMS transaction signaling, NMS is not supported.
Indirect access
Indirect access is initiated when a call is presented to NMS through call
redirection. For any call redirected to NMS, the original called number from
the ISDN Q.931 SETUP message is extracted when the call is forwarded
to the prime switch. It is then passed to the Meridian Application Server.
CallPilot can distinguish the address of the original called party.
For a redirected network call, NMS uses the Network Call Redirection
(NCRD) feature to provide the original called number. The following Network
Call Redirection types are supported:
• network call forward all calls (NCFAC)
• network call forward no answer (NCFNA)
• network call forward busy (NCFB)
• network hunting (NHUNT)
Indirect access requires the same NMS transaction signaling message.
Offnet access
A user can directly dial in to the prime switch, or a user can dial in to the
user’s own switch to access a remote switch. For this type of offnet access,
the user’s switch may need to support direct inward system access (DISA).
The user can dial another network location after dialing in to the user’s
own switch.
NMS considerations
All CallPilot features are available to users in an NMS network. The
prime switch must be a CS1000 (Release 3.0 or later) switch. Satellite
switches must be either CS1000 switches or other compliant switches.
A CallPilot server can support one prime switch and a maximum of 999
satellite-switches.
Message center directory number

Only one message center directory number can be defined on each user
telephone.
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Overview 183
Local messaging server broadcast

NMS interprets a local messaging server message broadcast to include
users on all switch locations in the NMS network. This feature is especially
useful if, for example, you want to inform users of a server shutdown.
To avoid excessive resource usage, non-delivery notifications are not
generated for broadcast messages. You can also send a broadcast
message to a single switch location within the NMS network.
Feature interaction
Many switch features interact with NMS. The following features interact with
ISDN Network Call Redirection (NCRD):
• Call Forward (Unconditional, No Answer, and Busy)
• Network Call Transfer
• Network Hunting
• Call Forward by Call Type Allowed to a Network DN
• Attendant Extended Call
• Call from CO Loop Start
• Conference Call
• Barge-in Attendant
Call Forward (Unconditional Call Forward, Call Forward No

Answer, Call Forward Busy)
All three types of Call Forward are supported by the ISDN Network Call
Redirection features. These are the basis for NMS indirect access. In the
case of an indirect NMS access call, the original called number and the
redirecting reason are extracted from the original called number information
element in the PRA SETUP message. The original called number and the
redirected reason are put into the AML PCI message when presenting a call
to the Meridian Application Server. If the original called number information
element is not present, the redirecting information element is used instead.
Similarly, the redirecting number and reason are extracted and transported
to the server through a PCI message.
Network Call Transfer

Network Call Transfer is supported by the ISDN Network Call Redirection
feature. If an NMS location is involved in a Network Call Transfer scenario,
the connected party number is extracted from the PRA NOTIFY message
and put into the AML DNP message when the transfer is complete. The DN
update message informs CallPilot that a call transfer occurred.
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Network Hunting
Network Hunting is supported by the ISDN Network Call Redirection
feature. Indirect NMS access can be presented to CallPilot through Network
Hunting. The messaging is the same as for Call Forward Busy. Therefore,
the original called number information element in the PRA SETUP message
is used to construct the ISDN/AP PCI message.
Call Forward by Call Type Allowed to a Network DN

The definition of the Call Forward by Call Type Allowed class of service is
changed by the ISDN Network Call Redirection feature. This means that
private network calls are treated as internal calls and are forwarded, using
the Call Forward No Answer feature or the Network Hunting feature, to the
Flexible Directory Number or Hunt DN rather than to the External Flexible
Number or External Hunt DN. The Call Forward feature is implemented
through the ISDN Network Call Redirection feature. With this feature, the
switch can provide different messaging treatments for different types of
calls, such as offnet calls instead of on-net calls.
A location can be configured so that all off-net calls are handled by a

centralized attendant, while internal calls are handled by CallPilot. However,
there is a limit of one message center DN for each location. This means that
a user can be served by two message centers, one that handles internal
calls and one that handles external calls, but only one center can control
the Message Waiting Indicator (MWI) activation.
Attendant Extended Call

Attendant Extended Call has an impact that is similar to Network Call
Transfer. There is one important difference, however. The DN update
message is sent to CallPilot when the attendant releases the call. Therefore,
the connected party number is updated only when the attendant is released.
Call from CO Loop Start

Calls that come in to the switch from the CO Loop Start trunk cannot be
redirected to another trunk through attendant extension or call redirection.
These calls must be blocked when redirection is activated.
The ISDN Network Call Redirection feature does not redirect calls from CO
Loop Start. Therefore, NMS does not support these calls.
Conference Call
When another party has a conference call with a CallPilot system, a DN
update message is sent indicating a conference call type. The connected
party DN is the same as the station initiating the conference call, which
is always the same as the DN in the PCI message. If additional parties
are added to the conference, no additional DNP messages must be sent.
When a conference call drops back to a simple call, a DNP message is sent
indicating a simple call as call type and showing the remaining party as the
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Dialing plans and NMS 185
connected DN. When the conference is established and is dropped at a

satellite-switch, a FACILITY message with TCAP protocol is transported to
notify the prime switch of the conference call activities. The DNP message
is then triggered and sent to the Meridian Application Server.
Barge-in Attendant
The attendant can barge in on an NMS call on the prime switch location.
During barge-in, users cannot use the features that require switch effort,
such as Call Sender.
Dialing plans and NMS

The dialing plan that connects the switch locations in a NMS network can
affect the way your NMS network is implemented. As well, if the dialing
plan is set up incorrectly, NMS cannot work. The dialing plan can also
affect the configuration of the switch locations. NMS supports the following
dialing plans:
• hybrid, which is a combination of ESN and CDP
Note: NMS does not support another dialing plan, such as PSTN.
Dialing plans and NMS user locations

The dialing plan that is used can affect the flexibility of configuring the
user locations in an NMS network. A user location is a logical grouping
of mailboxes. A user location can be the mailboxes on one switch or the
mailboxes on two or more switches.
ESN dialing plan

If the ESN dialing plan is used, there must be a one-to-one correspondence
of switch locations to user locations.
CDP dialing plan

If the CDP dialing plan is used, there are two ways to define the
correspondence of switch locations to user locations:
• a one-to-one correspondence
• an all-to-one correspondence
Define one switch location as one user location

Typically, each switch location is represented by a user location. If
this is done, ensure that there are no conflicts. For example, the same
extension cannot exist on two different switch locations. Configuration of
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satellite-switch locations, and the configuration of phantom DNs for services

at all locations are simplified. However, defining one user location means
that the spoken name for each individual location is lost.
Define two or more switch locations as one user location

By defining two or more switch locations as one user location, you do not
have to check for conflicts. With this option, you can maximize the number
of users supported. You can combine all switch locations into one user
location, or you can combine some switch locations into one user location.
How two or more switch locations are combined into one user
location
When implementing NMS, if each switch location is a user location, on
CallPilot you add and configure each satellite-switch. However, each switch
is configured individually. To combine two or more switch locations into
a single user location, you add and configure only one satellite-switch
location. The CDP steering codes for the switch locations are added to a
single list. Note, however, that a switch location can have a maximum of 500
CDP steering codes. If, by defining a single user location, you require more
than 500 CDP steering codes, you cannot use this option. If a CDP dialing
plan is used, the CDP code must overlap the mailbox number sufficiently.
Hybrid dialing plan requirements

If a hybrid dialing plan is implemented in the NMS network, the following
requirements must be met:
• All switches must support ESN and have ESN prefixes.
• The prime switch must support both ESN and CDP.
• CDP can exist on any satellite-switches.
• The general restrictions that apply to CDP also apply to CDP when
used in a hybrid dialing plan.
If all CDP switches share the same ESN prefix, configure the prime switch
to represent all of the switches that are part of CDP. If each CDP switch has
its own ESN prefix, or prefixes, create a location for each ESN switch in the
network. That is, group the switches by ESN prefixes.
Implementing NMS
This guide assumes that the following preliminary requirements are met:
• The prime switch is installed and configured.
• The satellite-switches are installed and configured.
• CallPilot is installed and configured, except for NMS.
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• Sufficient trunks connecting the prime switch to a public switch are

available.
• If the implementation is an upgrade from Meridian Mail, all legacy
information is available.
The main steps in the implementation process are:

1. Configure the local CallPilot server.
2. Configure the prime switch locationCallPilot.
3. Configure the satellite the switch locations.
NMS configuration consists of adding information about the Meridian

Application Server, the prime switch location, and all satellite-switch
locations to the database. NMS provides the same CallPilot services to
users on satellite-switches that are available to users on the prime switch.
NMS provides these services transparently. That is, users receive the same
services without having to enter any additional numbers, regardless of
which switch they are on. To provide these services, the switches and the
server in the NMS network must be carefully configured.
Configuring the local CallPilot server

When you configure the local CallPilot server for NMS, you add inbound
SDN information to the SDN Table for all services provided by all switch
locations.
SDN Table
Although the Service Directory Number (SDN) Table on the Meridian
Application Server is already set up and configured, you must make
additions to the table for NMS after configuring the phantom DNs and ACD
queues on the satellite-switch locations.
To enter a satellite-switch SDN, you must know the phantom DNs and
ACD-DNs that are set on the satellite-switch, and the location codes of the
switch in the dialing plan. Usually (for example, if an ESN dialing plan is
used) the phantom DNs on the satellite-switches are numbered the same as
those on the prime switch.
The SDN Table on the CallPilot server contains the SDNs that correspond
to the phantom DNs, CDNs, and dummy ACD queues of both the
satellite-switch locations and the prime switch location.
Services not in the SDN Table

All directly dialed services, such as Express Messaging, must have a
corresponding entry in the SDN Table. However, Call Answering services
do not have an entry and are treated as a special case. These services
do not have an entry because the number dialed (for example, a user’s
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telephone number) is not in the SDN Table. Because the dialed number is
not found, the CDN used to route the call to CallPilot is used to determine
the appropriate type of call answering service to start.
The CDNs are the prime switch CDNs, even for call answering calls from
satellite locations. Typically, two CDNs are used. One CDN is for call
answering with the Multimedia Messaging service configured against it,
with the media type set to Voice. The second CDN is for voice and fax call
answering with the Multimedia Messaging service configured against it, with
the media type set to Fax. A result of this configuration is that even if fax call
answering is used only on satellites, a corresponding CDN queue and SDN
entry for Multimedia (fax media) must be configured.
Note: For detailed information on SDNs and SDN Tables, consult the
relevant sections in this guide and in the CallPilot Manage online Help.
Configuring the prime switch location

The prime switch provides the call handling services required by NMS.
All requests for services from the satellite-switch locations are forwarded
to the prime switch location.
Determine the CDNs and the phantom DNs on the prime switch
When you configure the prime switch location for NMS, you complete the
required information on the Messaging Network Configuration—Prime
Location Properties page. Configuration consists of providing general
information about the switch location, such as name and server type, as well
as detailed information about the dialing plan used.
Phantom DNs
While some services are accessed by directly dialing a CDN, many services
are accessed by dialing a phantom DN. A phantom DN forwards incoming
calls to a controlled directory number (CDN) for further call handling.
A phantom DN is created for each service offered by the switch. This
ensures that each CallPilot service has a unique number that users dial.
For example, a user dials 8000 to access Express Messaging and 7040 to
access Fax Item Maintenance. Phantom DNs must exist for both services.
Configuring the satellite-switch locations

When you configure a satellite-switch location, you complete the required
information on the Messaging Network Configuration—Server Properties
page. Configuration consists of providing general information about
the switch location, such as name and server type, as well as detailed
information about the dialing plan used.
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You must configure the phantom DNs and ACD queues on the
satellite-switch locations. After adding a phantom DN for a satellite-switch,
you must add an entry to the SDN Table on the CallPilot server.
The administrators of the satellite-switches must know the phantom DNs

used on the prime switch. Ensure that every administrator has a complete
and accurate list of the phantom DNs and the services they provide.
Upgrading an existing satellite-switch

The configuration of satellite-switches for NMS in CallPilot is different from
the configuration for Meridian Mail. Meridian Mail uses dummy ACD-DNs,
instead of phantom DNs, to forward a call to another ACD-DN on a
satellite-switch. These ACD-DNs forward to ACD-DNs for Meridian Mail on
the prime switch. If you are upgrading an existing system, you must decide
how to configure the satellite-switches. You can either reuse the existing
legacy configuration or reconfigure the system.
To continue to use the dummy ACD-DNs instead of phantom DNs with

CallPilot, make sure that the ACD-DN that is forwarded to is, in turn,
configured to night call forward to the CDN on the prime switch, specified in
network format.
You can also upgrade the existing dummy ACD-DNs and replace them with
phantom DNs. Remove the unused dummy ACD-DNs.
Satellite switch location SDNs

The dialing plan prefix distinguishes the SDNs for satellite-switch locations
from the SDNs for the prime switch location. If an ESN dialing plan is used,
the satellite-switch location SDN entries do not include the ESN access
code. Only the location code is required. For example, if the ESN access
code is 6, the location code is 339, and the DN is 8000, enter 3398000 for
the service in the SDN Table.
Satellite switch location phantom DNs

The phantom DNs of the satellite-switch location are separately defined on
the satellite-switch. With phantom DNs, users on the satellite-switch can
dial a local number rather than using the prime switch phantom DNs with a
prefix. For example, a user enters 63388000 for Express Messaging.
Although the satellite-switch locations are installed and set up before

you implement NMS, some additional configuration is required, because
Satellite switches must forward to the prime switch .
Phantom directory numbers (DNs) are set up on the prime switch. These
phantom DNs are used by the switch to route calls to services. Phantom
DNs forward incoming calls to the appropriate CDN queues on the prime
switch for further call handling. By creating a phantom DN for CallPilot
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services, every service has a unique number that users dial. Some
services, such as Integrated Voice and Fax, can be configured to use the
CDN numbers directly.
To make the services that are available to users on the prime switch
available to users on the satellite-switches, the phantom DNs on the
satellite-switches must be configured to forward to the ACD queues on the
satellite-switch. In turn, the ACD queues on the satellite-switch forward to
the CDN queues on the prime switch. Ask the switch technician responsible
for configuring the prime switch location for this information.
Add phantom DNs for services that you want available at that satellite-switch
location.
Note: You can add additional phantom DNs to account for additional
services that you plan to implement in the future.
For detailed instructions on how to add a phantom DN to a satellite-switch

location, consult the documentation for the switch. The procedures for
entering phantom DNs on the prime switch are the same as the procedures
for entering phantom DNs on a satellite-switch.
Dummy ACD-DNs on satellite-switch locations

Every phantom DN that is added to a satellite-switch location must be
call-forwarded to the dummy ACD-DN on a satellite-switch. CDNs exist on
the prime switch only. Satellite switch locations have dummy ACD-DNs.
A dummy ACD-DN forwards a request for a service by a user on the
satellite-switch location to a CDN on the prime switch. To provide the
service, a dummy ACD-DN forwards the request through a night call forward
(NCFW) DN. The NCFW DN determines the CDN to which calls are routed.
Number of dummy ACD-DNs required

The number of dummy ACD-DNs on a satellite-switch location must be the
same as the number of CDNs on the prime switch. For example, if there
are two CDNs on the prime switch, one for voice and one for fax, there
must be two dummy ACD-DNs on each satellite-switch location, one for
voice and one for fax.
Switch overlays
Note: For actual procedures and more information about NMS and
switch overlays, see the CallPilot Manager online Help.
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Satellite switch locations for NMS are configured on the following overlays:
Task Overlay
Define a dummy ACD-DN. 23
Configure a phantom DN. 10
Responses to overlay prompts

To program an overlay, you respond to a series of prompts. You must
respond to these prompts in a certain way. Any prompt that is not mentioned
can be programmed in any way. To accept the default value for other
prompts, press Enter. You must know the CDNs and phantom DNs that
are used on the prime switch location to configure the phantom DNs and
dummy ACD-DNs on the satellite-switch locations.
Define the dummy ACD-DNs

Define a dummy ACD-DN for each media type used. Usually, for each type
of CDN on the prime switch, there is a corresponding dummy ACD-DN
on the satellite-switch.
If this is on the prime switch Then this is on a satellite-switch

CDN Dummy ACD-DN
Media type: Voice Media type: Voice
CDN Dummy ACD-DN
Media type: Fax Media type: Fax
CDN Dummy ACD-DN
Media type: Speech recognition Media type: Speech recognition
If a satellite-switch does not provide any of the services provided by a type

of CDN queue, it is not necessary to define a dummy ACD-DN. For example,
if a satellite-switch does not provide any speech recognition services, a
speech recognition dummy ACD-DN is not required.
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Setting the dummy ACD-DNs to night call forward

Every dummy ACD-DN must be configured to night call forward to the
corresponding CDN on the prime switch location. The forwarding address
must be in network format. For example, to night call forward to 63387000,
• ESN access code = 6
• Location code of prime switch = 338
• Voice CDN on prime switch = 7000
By configuring night call forwarding in this way, users on the satellite-switch

location can access the CallPilot service by entering the local satellite-switch
ACD queue number, 7000. They do not have to explicitly dial the CDN
on the prime switch location.
NMS time zone conversions

If Network Message Service is installed on your CallPilot server, and you
have switch locations that are in different time zones from the CallPilot
server, you can define, for each switch location, the time zone in which the
switch is located. This results in time and date stamps on messages and
voice prompts to be indicated in the mailbox owner’s time zone, instead of in
the time zone of the CallPilot server.
Network Message Service description

The Network Message Service (NMS) feature in CallPilot enables your
CallPilot system to provide voice messaging services to mailbox owners
who reside at different switches. All user mailboxes are located on the
CallPilot server. This setup is more cost-effective than installing and running
a CallPilot system at each switch location.
Each switch is defined in the CallPilot network database as a switch

location that is associated with the CallPilot site. The switch that is directly
connected to CallPilot is defined as the prime switch location. All other
switches are defined as satellite-switch locations.
Network Message Service operation in multiple time zones

Network Message Service supports mailbox owners residing on switches
in different time zones. Prior to CallPilot 2.0, time and date stamps on
messages and voice prompts were indicated in the CallPilot server’s time
zone, without the time zone name. This leads to a situation where, for
mailbox owners in time zones to the west of the CallPilot server, time and
date stamps are in the future.
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NMS time zone conversions 193
CallPilot time zone conversion

When Network Message Service is used in CallPilot, all time and date
stamps can be presented to the mailbox owner in his or her switch location’s
time zone. This is accomplished by specifying the time zone for each local
satellite-switch location in the network database. The time zone setting
can be set to one of the following:
• CallPilot server’s time zone
• switch location’s time zone (that is, the satellite-switch location’s time
zone is different from the CallPilot server’s time zone)
Note: The local prime location automatically acquires its time zone
setting from the CallPilot server. On the CallPilot server, the time zone
setting is defined in the Control Panel (which is defined when the
Configuration Wizard is run).
How time zone conversion affects mailbox owners and administrators

Phoneset users
Phoneset users benefit the most from the time zone conversion feature.
All time and date stamps are converted to the time in the phoneset user’s
time zone.
Desktop messaging users

There is little impact to desktop messaging users because most desktop
messaging clients already convert time and date stamps to the time zone
configured on the PC used to access CallPilot messages. The PC must be
configured with the correct time zone setting in the Date/Time component of
the Windows Control Panel.
Exception: Non-delivery notifications and acknowledgments received by

desktop messaging users contain a CallPilot server-generated time and
date stamp in the CallPilot server’s time zone, with the time zone name.
Web messaging users

For Web messaging users, time and date stamps are presented in the time
zone configured on the CallPilot server for the switch location at which the
users reside.
CallPilot administrators
Many configuration and administration pages in CallPilot Manager contain
a time field that applies to the item being configured or viewed. When
Network Message Service is installed, these pages also contain a read-only
time zone name field.
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In some situations, an administrator can define whether the time is

presented to administrators in the server’s time zone, or in the mailbox
owner’s time zone. The options are available only when Network Message
Service is installed, and applies to the following:
• User Properties and User Creation:
— Remote Notification
— Security
— Status (for Temporary Absence Greeting expiry)
• Message Network Configuration for the local satellite-switch location
How time zone conversion affects networking recipients

VPIM Networking recipients
VPIM Networking recipients are not affected because time zone information
is included during transmission of VPIM Networking messages. Time and
date stamps on VPIM Networking messages include the time zone name.
AMIS Networking recipients

The AMIS Networking protocol does not support the inclusion of time
information in messages during transmission. The sent and received time
and date stamps are always set to the time when the message is received,
which is, therefore, presented in the mailbox owner’s time zone.
Enterprise Networking recipients

How Enterprise Networking recipients are affected depends on whether the
sending and receiving CallPilot systems are Release 2.0 or later.
Enterprise Networking cannot send or receive time zone information if the

messaging server is running a release prior to CallPilot 2.0. Therefore, the
time zone feature affects only the messages that are transmitted between
systems that are running CallPilot Release 2.0 or later.
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Chapter 11
Implementing and configuring CallPilot
networking
In this chapter
"Configuring the switch using phantom DNs" (page 198)
"Configuring CallPilot" (page 200)
"SDN Table and message networking" (page 200)
"Implementing message networking" (page 205)
"Message Delivery Configuration parameters" (page 205)
"AMIS message delivery configuration" (page 207)
"Enterprise message delivery configuration" (page 213)
"VPIM message delivery configuration" (page 214)
Overview
AMIS, Enterprise, and VPIM Networking are the networking solutions
offered by CallPilot.
AMIS Networking uses the industry-standard Audio Messaging Interchange
Specification - Analog (AMIS-A) analog protocol to exchange messages with
AMIS-compliant systems that are configured in the local network database.
Note: There are both analog and digital versions of the AMIS protocol,
but CallPilot uses only the analog version. Therefore, AMIS refers to
AMIS-Analog throughout this guide.
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196 Chapter 11 Implementing and configuring CallPilot networking
Enterprise Networking uses a proprietary analog protocol that is based

on extensions to the AMIS protocol.
VPIM Networking offers the ability to exchange voice, fax, and text messages
with other users over an IP data network. Messages can be exchanged with
users at integrated sites, which are part of your private messaging network,
as well as with users who are at open, VPIM-compliant sites.
The implementation of AMIS, Enterprise, and VPIM Networking requires
additional configuration of CallPilot. This configuration determines how your
networking solution exchanges messages with other sites in the messaging
network.
To implement network messaging you need to:
1. Gather information for the network.
2. Configure the switch for networking. See "Configuring the switch using
phantom DNs" (page 198).
3. Configure CallPilot for networking. See "Configuring CallPilot" (page
200)
4. Add and configure the remote sites. See Chapter 12 "Configuring local
and remote networking sites" (page 223)
5. Test the network and back up the system. See the CallPilot Manager
online Help.
Note: The CallPilot Manager online Help provides the actual

configuration procedures.
As you plan and implement networking, keep detailed records about your
site. These records:
• provide a source of information for support personnel
• share information about the site with other network administrators
See also
If you need conceptual information about the general implementation
process, consult Chapter 8 "CallPilot networking implementation concepts"
(page 145) in this guide.
AMIS networking
To be universal, AMIS Networking gives up some advanced messaging
functionality. Therefore, AMIS Networking does not support some of the
advanced features of CallPilot. CallPilot compensates for some of the
shortcomings of the AMIS protocol. For example, the AMIS protocol allows
only one recipient for a message. Users can send a message to more than
one AMIS recipient by sending the message to each recipient in turn.
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Overview 197
AMIS Networking can be used to exchange messages with sites that are
part of the private messaging network. When a site is included in the
private messaging network, it is called an integrated site. AMIS can also be
used to send messages to an open site that is not included in the private
messaging network.
When you implement AMIS Networking on a site, you must add information
about every integrated remote site that you want to exchange messages
with using the AMIS protocol.
Enterprise networking
Enterprise Networking uses a proprietary analog protocol that is based
on extensions to the Audio Messaging Interchange Specification (AMIS)
protocol. Like the AMIS protocol, the Enterprise Networking protocol
uses dual-tone multifrequency (DTMF) tones. Because DTMF is a global
standard, Enterprise Networking can be used globally.
The Enterprise protocol typically requires less resource consumption and

costs less to operate. For example, when a single message is sent to
multiple recipients at the same remote site using AMIS Networking, you
make one call for each recipient. With Enterprise Networking, you make
only one call.
The Enterprise protocol supports a longer voice message length than AMIS,
and Enterprise Networking extensions support additional CallPilot features
that are not supported by AMIS Networking.
VPIM networking
VPIM Networking uses Simple Message Transfer Protocol (SMTP) and
Multipurpose Internet Mail Extensions (MIME) in compliance with the Voice
Profile for Internet Mail (VPIM) standard. VPIM Networking uses existing
data networks, not switch networks, to transport messages. The data
network must support the TCP/IP protocol. If you have VPIM Networking
implemented on your local site, local users can exchange messages not
only with other sites within the private messaging network, but also with
users at open sites.
NMS
With the Network Message Service (NMS) feature, the CallPilot Server can
provide messaging services to users in a network of compliant switches.
Complex network
You can implement AMIS, Enterprise, and VPIM Networking within a
complex network that combines several CallPilot networking solutions. A
messaging network is often both open and private, combining various
protocols.
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The following diagram illustrates a complex network that includes sites with
NMS, AMIS Networking, VPIM Networking, and Enterprise Networking
implemented.
Because Enterprise Networking is implemented in this messaging network,

every site has a unique site ID number.
Figure 30
Complex network
While the sites have more than one networking solution implemented,
Nortel recommends that only one protocol be used between any two sites
(for example, Site 2 can send messages to site 4 using AMIS, and Site 4
can send messages to Site 2 using Enterprise).
In this example, Site 1 implements VPIM Networking to exchange messages

with an open site. Because the AMIS protocol is not used by Site 1 to
communicate with any other site within the private messaging network, Site
1 does not implement AMIS Networking.
Site 6 requires the functionality of AMIS Networking to exchange messages

with open sites that use the AMIS protocol. Site 6 implements AMIS
Networking to exchange messages with integrated sites and open sites.
Configuring the switch using phantom DNs

The switch provides the call handling for CallPilot. When you implement
message networking, the switch must be already installed and configured,
and operational. On the switch, you must set up phantom directory numbers
(DNs). Message networking needs only one configuration for the switch. A
phantom directory number (DN) is required. Review the switch information
that you gathered. Confirm the settings to ensure that they are correct.
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Configuring the switch using phantom DNs 199
SDNs on the server have a direct correspondence to phantom directory

numbers (DNs) on the switch. If you create a new SDN, you need a phantom
DN. If you share an existing SDN with an existing service, networking also
shares the phantom DN of that service.
There are two ways to create a phantom DN:
• Use a unique phantom DN. Most switch technicians create additional
phantom DNs for use by services like AMIS Networking.
• Share an existing phantom DN.
To access a CallPilot service, a user enters a unique dialable number. The

dialable number is known as a directory number (DN). There are different
types of DNs, including extension numbers and telephone numbers. The
switch uses the DN to route the call to the requested service.
All DNs that you use to access a service correspond to a setting on the
switch. To handle calls in sequence of arrival, the system places calls in a
queue, called controlled directory number (CDN) queues. Each CDN queue
is associated with a dialable number known as the CDN. A user can dial
the service directly by entering the CDN. For example, the CDN of Voice
Messaging is 7400. A user can dial 7400 to reach Voice Messaging. The
call is placed into the queue.
To offer multiple services, the switch uses phantom DNs. A phantom DN is a

unique dialable number that is routed to one of the CDN queues. A phantom
DN is not a randomly selected number. There is a direct correspondence
between the local system access number (SAN) and the phantom DN.
Example
If the local system access number for AMIS Networking is 567-7575, the
phantom DN is 7575. If AMIS Networking shares an existing phantom DN,
check that the phantom DN is configured to forward messages to the correct
CDN queue. For AMIS Networking, the phantom DN forwards messages to
the Voice Messaging CDN queue.
Example
The phantom DN for Express Messaging is 7401. A user dials 7401 and
expects to reach the requested service. The switch routes the phantom DN
to the appropriate CDN queue (in this case, Voice Messaging) before the
service is provided.
See also
For detailed information about the configuring the switch, consult your
switch documentation.
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Configuring CallPilot
The network database contains information about your messaging network.
When you configure CallPilot, you add information to the network database.
To configure CallPilot for message networking, you must:
• add information to the Service Directory Number (SDN) Table
• define networking information in the Message Delivery Configuration
pages
• add detailed information in the Message Network Configuration pages
about the local site: information about how the server handles messages
and how the switch handles messages
• add detailed information in the Message Network Configuration pages
about each integrated remote site that communicates with the local site
SDN Table and message networking

On the server, you must set up inbound and outbound service directory
numbers (SDNs). With a service directory number (SDN), a user can
access a CallPilot service. Each SDN must be unique (except for one
exception where SDNs can share a CDN) so that CallPilot can identify the
requested service and play the appropriate prompts.
The system automatically creates the Service Directory Number Table

during the initial installation of CallPilot. The SDN Table lists all SDNs and
provides details about their settings. CallPilot uses the SDN Table to map
directory numbers (DNs) to services. The SDN Table lists both inbound and
outbound SDNs. You must manually add an inbound SDN. An outbound
SDN is created automatically if networking is installed.
For most services, an inbound SDN is a number that a user enters to

access a service. However, the message networking inbound SDN is not a
directly dialable number. A remote system dials this SDN when it delivers a
networking message.
CallPilot uses an outbound SDN to make the requested service available.

An outbound SDN consists of the word OUTBOUND and a number.
Example: SDN Table

The following image shows an SDN Table that lists both inbound and
outbound SDNs.
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Figure 31
SDN Table
Creating an SDN
The following image shows the System, Service Directory Number, SDN
Details page where you can create an SDN.
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Figure 32
SDN Details page
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SDN numbers
An SDN must be unique, but it is not randomly selected. CallPilot uses
SDNs to map numbers to services. There are also important relationships
between the SDN and other numbers used by the system.
The CallPilot SDN setup echoes the DN settings on the switch. An important
relationship exists between the inbound SDN and the local system access
number (SAN), and the phantom DN on the switch.
Example
• The inbound AMIS Networking SDN = 7400.
• The phantom DN for AMIS Networking = 7400.
• The AMIS Networking local SAN = 1-416-597-7400.
The AMIS inbound SDN on CallPilot must correspond to the AMIS phantom
DN on the switch. Before you create an SDN, confirm the phantom DN on
the switch. To view the phantom DN setting, consult the gathered switch
information.
Media type
To process a call, networking needs access to a channel. A channel
provides a connection between the switch and the Digital Signal Processor
(DSP) cards on the CallPilot server. CallPilot supports three channel types.
Each type corresponds to different media:
• voice
• fax
• speech recognition
Networking can use all three channel types. By default, CallPilot

automatically assigns a voice port to networking.
Minimum and maximum channels

You must determine the channel resources for both inbound and outbound
networking SDNs. Every service, including networking, requires channel
resources to process calls. Channel resources are the number of channels
that networking has available. Channel resources are set as minimum
and maximum values. The minimum value is the number of channels that
is always reserved for the exclusive use of the service. This setting is
important because, if you incorrectly allocate channel resources, users can
experience delays in reaching requested services.
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Example: Channel allocation

Your system has 96 available channels. You decide to dedicate a minimum
of 5 channels and a maximum of 30 channels to networking. If the system
handles only 5 networking calls each day, a more appropriate allocation is a
minimum of 1 channel and maximum of 3 channels.
Example of unique SDN used with Enterprise networking

Joy wants to send a message to Howard in Philadelphia. She enters 7070,
which is directed to the SDN for Integrated Voice/Fax. The request is
directed to CallPilot, which routes it to the outbound Enterprise Networking
SDN. The system in Chicago calls the remote SAN of the system in
Philadelphia, 63386080, and the two systems complete the required
handshaking before the message is transferred. The inbound Enterprise
Networking SDN receives the message and directs it to Howard’s mailbox.
Figure 33
Unique SDN used with Enterprise networking
Note: Each SDN must be unique (except for one exception where
SDNs can share a CDN). For example, AMIS/Enterprise can be shared
with a Voice Messaging SDN because a special tone identifies the
switching service.
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Message Delivery Configuration parameters 205
See also
For detailed information on SDNs and SDN Tables, consult the CallPilot
Implementing message networking

The following assumptions are made:
• The switch is installed and configured.
• Sufficient trunks that connect the switch to a public switch are available.
• CallPilot is installed and configured, except for networking.
• If it is part of the local site, Network Message Service (NMS) is fully
implemented.
• If implementation is an upgrade from Meridian Mail, all legacy
information is available or is migrated.
• Contact is made with the network administrators of the remote sites.
• Information is collected from at least one remote system that
communicates with the local system. This information is used to test
the system.
The implementation of each networking solution builds upon earlier

implementations. Information is often configured only once, and
all subsequent networking solutions that are implemented use this
configuration.
The recommended order for implementation is
• Network Message Service (NMS)—if the local site is an NMS site
• AMIS Networking
• VPIM Networking
Message Delivery Configuration parameters

You set networking parameters during the implementation process. These
parameters work with internal CallPilot settings to control how networking
works.
The actual procedures for configuring message networking are detailed

in the CallPilot Manager online Help. The following is an overview of the
required information. The following image shows the Message Delivery
Configuration page from the Messaging menu on CallPilot Manager.
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Figure 34
Message Delivery Configuration page
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Parameter default values

CallPilot provides default settings for all scheduling parameters. The default
values are based on typical requirements. To ensure a quick implementation
process, use these default values. After your system is operational, monitor
usage to determine if the default settings are serving the needs of your
users. You can modify the scheduling parameters whenever users’ needs
change.
Defaults
CallPilot provides default settings for the message delivery configuration.
The default values are based on typical requirements.
To simplify the process of implementing networking, use the default values.

After your system is operational, monitor usage and performance to
determine if the default settings are sufficient. You can modify the settings
whenever users’ needs change.
Parameter Current default

Batch threshold 4 messages
Stale time for standard messages 2 hours
Holding time for standard messages 40 minutes (calculated internally,
based on stale time settings)
Stale time for urgent messages 60 minutes
Holding time for urgent messages 6 minutes (calculated internally, based
on stale time settings)
Stale time for economy messages 24 hours
Delivery start time for economy 6:00 p.m.
messages
Delivery stop time for economy 8:00 a.m.
messages
AMIS message delivery configuration

The following message delivery parameters are available for AMIS
networking.
As you configure the AMIS Networking message delivery information, you

see several boxes for configuring Open AMIS. If users at the local site
exchange messages with open sites, you must configure the Open AMIS
boxes.
You must complete all Open AMIS fields when you configure AMIS
Networking.
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Outgoing and incoming AMIS

If AMIS Networking is installed on your system, the following options are
enabled by default:
• Outgoing AMIS Networking
• Incoming AMIS Networking
These boxes restrict the use of AMIS Networking.
If you do not want local users to send outbound AMIS Networking

messages, clear the Outgoing AMIS Networking option. If you do not want
local users to receive inbound AMIS Networking messages, clear the
Incoming AMIS Networking option. To completely disable AMIS Networking,
clear both options.
Number of Messages to Collect Before Sending (Batch threshold)

The batch threshold is the number of standard and urgent messages that
are held in queue waiting for delivery to a single remote site. When you send
messages in batches, you make more efficient use of system resources.
However, to ensure that messages awaiting delivery are not held too long in
the queue, the holding time overrides the batch threshold. A message is
held in a batch until either the batch threshold is exceeded or the holding
time for standard or urgent messages is reached.
Holding time
Holding time is the period of time that a message is held in queue before
CallPilot attempts delivery. CallPilot holds a message in queue while it
awaits the arrival of more messages for the same destination. This bulk
sending makes more efficient use of the system.
To ensure that messages are always delivered in a timely fashion and do

not wait too long for the arrival of additional messages, they are held only for
a set period of time. This is the holding time. CallPilot computes the holding
time internally, based on the stale time.
Standard message holding time

The holding time for standard messages is one-third of the stale time for
standard messages.
Urgent message holding time

The holding time for urgent messages is one-tenth of the stale time for
urgent messages.
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Example 1
Milo sends a standard message. The message is held in the queue awaiting
the arrival of three more messages. However, when the message has
waited in queue for 40 minutes (the holding time for standard messages),
the message is sent.
Example 2
Ronnie and Philippe are users at the same site. Ronnie sends three
standard messages for users at the remote site in Newmarket. Her
messages are held in the queue. Philippe sends a message to a user at the
same remote site. The batch threshold is reached, and all four messages
are sent.
Example 3
Barney sends an urgent message. It is held in queue. No other messages
for the same remote site arrive within six minutes (the holding time for
urgent messages). Barney’s urgent message is sent.
Open AMIS compose prefix

If users are exchanging messages with open sites, provide the Open AMIS
compose prefix. This number alerts the system that the number about to
be entered is an Open AMIS address. The Open AMIS compose prefix
must not conflict with any other prefixes used in the system, such as the
name dialing prefix or the VPIM prefix.
Example
A local user logs in to CallPilot and enters 75 to compose a message. The
user enters the AMIS compose prefix (in this example, 13). The system is
alerted that this is an AMIS address. To complete the address, the user
enters the system access number and the mailbox number, followed by #.
Define Open AMIS delivery times

If local users send AMIS Networking messages to sites that are not part of
the messaging network, you must define the Open AMIS delivery times.
Open AMIS delivery times determine how AMIS Networking messages are
handled during business and nonbusiness days. In some countries, these
settings have legal ramifications.
Open AMIS Networking messages are considered computer-generated

calls. Because they are sent to recipients who are not part of the private
messaging network, there is a risk of disturbing the wrong recipient. For this
reason, many countries legally allow computer-generated calls only during
set times of the business day.
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If your country has these regulations in place, configure the Open AMIS
delivery times. If your country does not have these regulations, or if your
local site does not send AMIS Networking messages to sites that are not
part of the messaging network, do not configure the Open AMIS delivery
times.
The legal AMIS delivery times must not conflict with the economy delivery
start and stop times. The economy delivery start and stop times must
always fit within the legal delivery times.
Parameter Default
Business days Monday, Tuesday, Wednesday, Thursday, Friday
Nonbusiness days Saturday, Sunday
Business day hours 9:00 a.m.-5:00 p.m.
Nonbusiness hours 5:00 p.m.-9:00 a.m.
Example
If it is legal to send computer-generated messages only between 9:00 p.m.
and 1:00 a.m., the economy delivery times cannot be set to 6:00 p.m. and
6:00 a.m. In this example, the economy delivery time must be set within the
legal hours (for example, 9:30 p.m. and 12:30 a.m.).
Local AMIS System Access Number

The destination system uses the local system access number (SAN) to
identify the source system of the message. The system access number
is included in the header of all outgoing messages. When a recipient of
an AMIS Networking message uses the Reply feature or its equivalent to
contact the originator of the message, the caller uses the system access
number to send a reply to the originating system.
You can use two types of local system access number:
• Public network access number You need this type of local system
access number if you use AMIS Networking to send messages to
remote sites outside of your private messaging network.
• Private Network access number You need this type of local system
access number if you use AMIS Networking only to send messages
within your private network.
The public network access number consists of the following:

• the country code of the local site (up to four digits long)
• the area/city code of the local system (up to eight digits long)
• the directory number of the voice service (the exchange code and the
directory number) that accepts AMIS Networking calls
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Example
• The country code is 1, the area/city code is 416, and the number to
send an outbound AMIS Networking message is 5553653. The system
access number sent with the message consists of 14165553653.
Note: The actual system access number in the header is

1#416#5553653. The system inserts the pound (#) symbols.
The private network access number is made up of the dialing plan prefix
and the SDN for AMIS Networking (for example, the ESN prefix 6338, and
the SDN 7707). The private system access number must be dialable from
all sites in the messaging network. The use of a private network access
number is uncommon.
Economy Delivery (Eastern Time)

An economy message is a message that a user tags for economy delivery.
Economy messages are treated differently from standard and urgent
messages. Economy messages are collected through the day and sent only
during designated times, rather than held in queues. The delivery start
and stop times determine when the system sends economy messages
to their destinations. Economy messages often have a start time set to
the beginning of lower-rate telephone services, and a stop time set to the
resumption of regular rates. For example, if the telephone rate is lower
between 11:00 p.m. and 6:00 a.m., set the start time at 11:00 p.m. and the
stop time at 5:59 a.m
Set delivery times for economy messages in the following boxes:
• Open AMIS Start Time
• Open AMIS Stop Time
• Integrated AMIS Start Time
• Integrated AMIS Stop Time
Example
At 8:00 a.m., Marge sends an economy message to a remote site. The
message is held in queue until the economy delivery start time. The
message is held in queue for a total of 16 hours. The economy message
stale time is large enough to take this into account.
Note: You can adjust the economy delivery start and stop times if you
also configure the Open AMIS delivery times.
The AMIS economy delivery start and stop times must have some overlap
with Open AMIS delivery times for both business and nonbusiness days.
If there is no overlap, delivery is not attempted. Allow at least one hour of
overlap to allow for retries.
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Example
It is legal to send computer-generated messages only between 8:00 p.m.
and 1:00 a.m. on business days, and between 10:00 a.m. and 8:00 p.m.
on nonbusiness days. The economy delivery times are set to between 6:00
p.m. and 6:00 a.m. The economy messages are delivered only between
6:00 p.m. and 1:00 a.m. on business days, and between 6:00 p.m. and 8:00
p.m. on nonbusiness days.
Note: The stale times for economy messages, if altered from the default
values, allow for the maximum noneligible time period. For this example,
therefore, on nonbusiness days allow for 8:00 p.m. to 6:00 p.m. the
following day, plus one hour for retries (that is, 23 hours).
Stale Times
Stale time is the period of time that CallPilot holds an undelivered message
before it considers the message undeliverable and returns it to the sender
with a non-delivery notification (NDN). In the period before a message is
considered stale, CallPilot makes repeated attempts at delivery. You set
stale times independently for economy, standard, and urgent messages.
Typically, the stale time for a standard message is longer than the stale time
for an urgent message, because it can be critical for a user to know that
an urgent message was not delivered. Stale time is expressed as a time
period, such as 10 minutes or 5 hours.
Economy Open AMIS

Set a stale time for economy Open AMIS messages if local users send
AMIS Networking messages to open sites.
Economy Integrated AMIS

The economy delivery stale time is usually longer than the standard and
urgent stale times. It is expressed as a time period, such as 23 hours. To
calculate an appropriate stale time, you must consider other scheduling
parameters. The economy stale time that you set must allow for the length
of time a message can be held due to the settings for the economy delivery
start and stop times.
The default economy delivery stale time is 23:59 (hh:mm).
ATTENTION
Nortel strongly recommends that you use the default.
Example
If an economy message can only be delivered starting at 6:00 p.m., and an
economy message is sent at 8:00 a.m., the stale time must be at least
10 hours. If an hour is allowed for retries, then the minimum stale time
is 11 hours.
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Enterprise message delivery configuration 213
Stale times affect how long messages are held by CallPilot while waiting for
other messages to the same remote site. CallPilot uses stale time settings
to calculate holding times.
Standard
For standard messages, the holding time is one-third of the stale time.
For example, if you set the standard stale time to 6 hours, the standard
message holding time is automatically set to 2 hours.
Urgent
For urgent messages, the holding time is one-tenth of the stale time. For
example, if you set the urgent stale time to 30 minutes, the urgent message
holding time is automatically set to 3 minutes.
Remote Contact: AMIS

Set time values for the following parameters:
• Wait Before Sending C DTMF Tone
• Delay for each Pause Character in DN
• Delay for each Non-Pause Character in DN
The Delay Character is a default value.
Enterprise message delivery configuration

You must configure various message delivery settings when you implement
Enterprise Networking. Determine these settings in cooperation with the
network administrators of all sites. The settings must be decided on before
any site is implemented.
Outgoing and incoming Enterprise networking

If Enterprise Networking is installed on your system, the following options
are enabled by default:
• Outgoing Enterprise Networking
• Incoming Enterprise Networking
These boxes restrict the use of Enterprise Networking.
If you do not want local users to send outbound Enterprise Networking

messages, clear the Outgoing Enterprise Networking option. If you do not
want local users to receive inbound Enterprise Networking messages,
clear the Incoming Enterprise Networking option. To completely disable
Enterprise Networking, clear both options.
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Number of Messages to Collect Before Sending (Batch threshold)

This message delivery parameter is the same for AMIS and Enterprise. see
"Number of Messages to Collect Before Sending (Batch threshold)" (page
208) for detailed information.
Economy Delivery (Eastern Time)

"Economy Delivery (Eastern Time)" (page 211) for detailed information.
Stale Times
"Stale Times" (page 212) for detailed information.
Remote Contact: Enterprise

Set time values for the following parameters:
• Wait Before Sending C DTMF Tone
• Delay for each Pause Character in DN
• Delay for each Non-Pause Character in DN
The Delay Character is a default value.
VPIM message delivery configuration

You must configure various message delivery settings when you implement
VPIM Networking. Determine these settings in cooperation with the network
administrators of all sites. The Message Delivery Configuration page is
shown on page "Message Delivery Configuration parameters" (page 205).
SMTP/VPIM section
Incoming SMTP/VPIM
Check this option to allow CallPilot to receive messages from other systems
using VPIM Networking. To prevent the server from receiving messages
from any remote systems, clear this option. This option is checked by
default, and must be enabled if you want to allow users to send messages
with desktop messaging. The Outgoing SMTP/VPIM option applies to VPIM
Networking only and does not affect desktop messaging.
Outgoing SMTP/VPIM
Check this option to allow CallPilot to send messages to integrated and
open remote systems using VPIM Networking. To prevent the server from
sending messages to any remote systems, clear this option. This option
is checked by default.
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Outgoing SMTP Mail/Proxy Server

Type the fully qualified domain name (FQDN) for the server to route outgoing
messages through an e-mail or proxy server. The maximum length is 255
alphanumeric characters and the default port number is 25. To change the
port number, type a colon after the FQDN, followed by the port number.
Fixed message delivery parameters

• Stale Times is set to 48 hours.
• Number of Messages to Collect Before Sending (Batch threshold) is
set to 1.
• Economy Delivery is set to 24 hours (all day).
Security and Encryption Modes for SMTP Sessions

The following section deals with the security and encryption options you
can set for VPIM SMTP sessions.
For additional information on CallPilot security and encryption techniques

and options, seeChapter 13 "Security and encryption" (page 247).
Security Modes for SMTP Sessions section

Click Security Modes for SMTP Sessions to display the following page.
Figure 35
Click Security Modes for SMTP Sessions
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Encryption Options section

Enable SSL for Incoming SMTP Sessions
Choose this option if you want to establish secure connections with
incoming connecting SMTP hosts. When enabled, the CallPilot SMTP
server listens on port 465 for encrypted connection requests. This option
is cleared by default.
Requires SSL for Incoming SMTP Sessions

Choose this option if you want the CallPilot server to force all clients to use
the SSL connection when connecting using a specific protocol. All incoming
SMTP connections must use SSL or the system rejects the connection.
Connect to server with SSL for Outgoing SMTP Sessions

Choose this option if you want to encrypt outgoing VPIM Networking
message transmission sessions. When enabled, the CallPilot SMTP server
attempts to initiate secure connections with the SSL port on remote SMTP
hosts. This option is cleared by default. If the Enable SSL for incoming
SMTP Sessions check box is cleared, this option is not available.
Authentication Options section

Unauthenticated
Choose this option if you want to accept messages from desktop messaging
and My CallPilot clients and remote servers in your messaging network
without SMTP authentication. This option is checked by default. When
checked, CallPilot accepts messages from unauthenticated desktop
messaging and My CallPilot users and remote servers. If unauthenticated
mode is used, Nortel recommends that you also enable unauthenticated
access restrictions for servers and desktop messaging users.
User ID/Password Authentication

Choose this option if you want CallPilot to request SMTP authentication
using the User ID and Password algorithm. This option is cleared by default.
Nortel recommends that you also enable encryption to prevent password
transmission in the clear.
SMTP/VPIM Password for Initiating Authenticated Connections

to Remote Servers
If authentication is used, type the password that CallPilot sends when
initiating outgoing message transmissions to remote servers. A blank
password means that CallPilot does not attempt to perform SMTP
authentication when connecting to remote servers. The password must:
• contain a minimum of 6 characters
• be mixed uppercase and lowercase
• contain both letters and digits or special characters
• have a maximum length of 30 alphanumeric characters
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Authentication Failure Attempts section

Maximum failed authentication attempts from a remote server
Type a number to identify how many times a remote server can fail SMTP
authentication before an event is logged. Default: 4
Action to perform when the maximum is reached

Choose one of the following options:
• Log only: To report an event in the event log only.
• Log and Disable Server: To report an event in the event log and
disable incoming message receipts from the server that failed SMTP
authentication. This option is enabled by default. When the remote
server is disabled, CallPilot rejects all incoming VPIM messages from
that server (both authenticated and unauthenticated). This prevents
hackers from trying all the possible password combinations, and
eventually obtaining the correct password. If unsuccessful authentication
attempts continue, CallPilot reports an event for each time the maximum
number of failed attempts is exceeded.
Maximum failed authentication attempts from a user

This option identifies how many times a desktop messaging or My CallPilot
client can fail SMTP authentication before an event is logged. The default is
9 (it can be changed on the Security page).
Action to perform when the maximum is reached

Choose one of the following options:
• Log only: To report an event in the event log only.
• Log and Disable User: To report an event in the event log and disable the
mailbox belonging to the desktop messaging or My CallPilot user that
failed SMTP authentication. This option is enabled by default. When the
user’s mailbox is disabled, CallPilot rejects the following from the user:
— all attempts to log on to the mailbox (including logon attempts from a
phoneset)
— all incoming VPIM messages from a desktop messaging or My
CallPilot client that is configured as belonging to the user.
This prevents hackers from trying all the possible password combinations,
and eventually obtaining the correct password. If unsuccessful
authentication attempts continue, CallPilot reports an event for each time
the maximum number of failed attempts is exceeded.
Unauthenticated Access Restrictions

Click Unauthenticated Access Restrictions to display the following page.
UARs are used to restrict the capabilities of desktops or servers who use an
unauthenticated SMTP login to send messages to CallPilot.
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Figure 36
Unauthenticated Access Restrictions
Unauthenticated Desktop User Restrictions section

Delivery to Telephone or Fax
Choose this option if you want to allow desktop messaging and My CallPilot
users to send Delivery to Telephone (DTT) or Delivery to Fax (DTF)
messages. When checked, users are still constrained by the desktop
restriction/permission list and their own mailbox class restrictions. This
option is cleared by default.
Enable Open AMIS

users to address messages to open AMIS sites. When checked, users
are still constrained by the desktop restriction/permission list and their
own mailbox class restrictions. This option is cleared by default. If AMIS
Networking is not enabled on CallPilot, this option is not available.
Enable Integrated Networking

users to address messages to users at integrated sites. When checked,
users are still constrained by the desktop restriction/permission list and their
own mailbox class restrictions. This option is enabled by default.
Enable SDL Addressing

users to address messages to shared distribution lists. When checked,
users are still constrained by their own mailbox class restrictions. This
option is cleared by default.
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Enable Broadcast Addressing

users to address messages to location broadcast or network broadcast
addresses. When checked, users are still constrained by their own mailbox
class restrictions. This option is cleared by default.
Restrict Recipients
Choose this option if you want to limit the number of recipients that a
message from a desktop messaging or My CallPilot user can contain. This
prevents hackers from copying the contents of a large address book into the
recipient list. The limit applies to all recipients within the message, including
recipients in nested messages. This option is cleared by default. When
cleared, you can have messages that contain any number of recipients.
Maximum Recipients
Type a number to identify how many recipients the message can contain
in each of the TO, CC, and Blind CC recipient lists. CallPilot enforces the
limit separately for each address list. For example, if the limit is defined as
100, the user can enter 100 addresses in each of the TO, CC, and Blind CC
recipient lists. If any recipient list exceeds this limit, CallPilot rejects the
entire message and sends a non-delivery notification (NDN) to the user.
Range: 0 (no restrictions on the number of recipients) to 999 (maximum of
999 recipients). The default is 10.
Unauthenticated Server Restrictions section

Enable SDL Addressing
Choose this option if you want CallPilot to accept messages from remote
servers that are addressed to shared distribution lists. This option is cleared
by default. When cleared, CallPilot rejects messages addressed to shared
distribution lists and sends non-delivery notifications (NDNs) to the senders.
Enable Broadcast Addressing

Choose this option if you want CallPilot to accept messages from remote
servers that are addressed to location broadcast or network broadcast
addresses. This option is cleared by default. When cleared, CallPilot rejects
messages addressed to broadcast addresses and sends non-delivery
notifications (NDNs) to the senders. You can also block incoming network
broadcasts from a specific network site or all sites in the network database.
This capability is in addition to the SMTP authentication feature. See
Network and location broadcasts.
Restrict Recipients
Choose this option if you want to limit the number of recipients that a
message from a remote server can contain. This prevents hackers from
copying the contents of a large address book into the recipient list. The limit
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applies to all recipients within the message, including recipients in nested

messages. This option is cleared by default. When cleared, you can have
messages that contain any number of recipients.
Maximum Recipients
Type a number to identify how many recipients the message can contain
in each of the TO, CC, and Blind CC recipient lists. CallPilot enforces the
limit separately for each address list. For example, if the limit is defined as
100, the sender can enter 100 addresses in each of the TO, CC, and Blind
CC recipient lists. If any recipient list exceeds this limit, CallPilot rejects
the entire message and sends a non-delivery notification (NDN) to the
sender. The Range is 0 (no restrictions on the number of recipients) to 999
(maximum of 999 recipients). The Default is 10.
VPIM Compose Prefix

The open VPIM compose prefix is a number that identifies a message that
is to be delivered to an open site using the VPIM protocol. When users
address a message to an open VPIM site, they enter the compose prefix
before entering the address. Define the open VPIM compose prefix if any
local users want to exchange VPIM messages with open sites. The open
VPIM compose prefix must not conflict with any other prefixes, shared
distribution lists (SDLs), broadcast mailboxes, or a dialing plan access code.
If you are verifying settings for desktop messaging, you do not need to
define the open VPIM compose prefix. The open VPIM compose prefix
does not affect desktop messaging. Type the prefix in the VPIM Compose
Prefix box The maximum length is 5 digits (0-9).
VPIM Shortcuts section

If users want to send messages to VPIM-compliant sites that are not defined
in your network database, you must create open VPIM shortcuts because
alphabetic characters cannot be entered from the telephone. The open
VPIM shortcut can be any number. Nortel strongly recommends using the
open site’s Public Switched Telephone Network (PSTN) number because it
is familiar to your users, so it is easy to remember, and it is a unique number
that is unlikely to conflict with neighboring voice mail systems when users
send and receive open VPIM messages.
When defining the shortcut, use a long number to ensure that the mapping
is correct and no conflict occurs. A short number can conflict with
the left side of another SMTP address. To address a message to the
open VPIM site, users must enter the VPIM compose prefix (which tells
CallPilot that the message is destined for an open VPIM site), the open
VPIM shortcut, and destination mailbox number. For example:1905225
is created as a shortcut for an open VPIM site at another_company.com.
If a phoneset user wants to address a VPIM message to mailbox 1234
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at that open site, he or she must first enter the VPIM compose prefix,
and then enter 19052251234 as the address. When CallPilot sends
the message, the message header’s To: address is generated as
19052251234@other_server.another_company.com.
Shortcut and Domain

Type the numeric shortcut for the open VPIM site in the Prefix box. The
maximum length is 20 digits (0-9). Type the open VPIM site’s FQDN name
in the Domain box. The maximum length is 255 alphanumeric characters.
The maximum number of open VPIM shortcuts is 500.
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223
Chapter 12
Configuring local and remote
networking sites
In this chapter
"Configuring the local messaging server" (page 224)
"Configuring the local prime switch location" (page 228)
"Adding and configuring a remote site" (page 232)
"Configuring a remote messaging server" (page 233)
"Configuring a remote prime switch location" (page 241)
"Configuring a remote satellite switch location" (page 244)
Overview
This chapter describes how to configure the local messaging server and
prime switch location. It also explains how to add and configure remote
messaging servers and switch locations. A CallPilot messaging network
consists of a local site and one or more remote sites.
All sites in your private messaging network with which your local site
exchanges messages must appear in the Messaging Network Configuration
tree view. If a remote site is part of the messaging network, but the local
site does not exchange messages with that remote site, you do not add it
to the tree view.
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224 Chapter 12 Configuring local and remote networking sites
When CallPilot is initially installed on your system, a local messaging server

and local switch location are automatically added to the Messaging Network
Configuration tree view. To implement networking, configure the local site
and add and configure all remote sites that transfer messages with the
local site.
ATTENTION
Nortel strongly recommends that you complete each step in the configuration
process in the order presented.
Before you begin

First, you must configure the Message Delivery Configuration options.
If your local site is an NMS site, NMS must be configured and tested. If
NMS is installed, the NMS satellite-switch locations for the local site appear
in the Messaging Network Configuration tree view in alphabetical order.
Your messaging network representation must be complete and available.

This representation provides a blueprint for the implementation process.
Configuring the local messaging server

You must configure the local messaging server to implement message
networking.
The local messaging server is configured from the Message Network

Configuration page that shows the local messaging server on the Network
Tree. Double-click the local server to display the Server Properties. The
following image shows the Server Properties page for the local messaging
server.
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Figure 37
Server Properties page
General section
Name
By default, both the local messaging server and the prime switch location
are assigned the name "Untitled." Assign new names during configuration.
The messaging server is usually given a name that corresponds to its
geographic location. The name given to the local messaging server
becomes the name of the local site.
Server type
The local messaging server is always CallPilot.
Note: If you are configuring a CallPilot Mini system, select Other

Nortel, or Other.
Description
Provide a brief description of the messaging server, or implementation
notes, such as when the server was configured or who completed the
configuration, in the Description box.
Site ID
To implement networking, you must assign a site ID to your local messaging
server. The site ID, combined with the location ID, identifies the local site to
remote sites in the messaging network.
The site ID is one of the pieces of information included in a message header.

When networking is implemented on any site in a messaging network, every
site that exchanges networking messages with it must have a site ID.
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If the Site ID box is enabled, the Local Messaging Server Properties

information cannot be saved to the network database unless the Site ID box
contains some information. If you do not know the Site ID, enter a valid
placeholder and then enter the correct ID when you implement networking.
Send Messages to all other Servers

The Send Messages to all other Servers check box determines if the
local site can send messages to integrated remote sites in the messaging
network. This check box is selected by default and is cleared only under
exceptional circumstances. When cleared, the local messaging server
does not send messages to any integrated remote site using any protocol.
Messages can still be sent to open remote sites.
This option lets you quickly disable messaging from your local site. Clear
this check box in emergency situations.
To prohibit the local messaging server from sending messages to a

particular remote site, clear the Send Messages to this Server check box
in the Remote Messaging Server Properties page. For example, your
messaging network has six sites. You do not want to send messages to
one of these sites. You select the Send Messages to all other Servers
option while you configure the local messaging server. You clear the Send
Messages to this Server box while you configure the remote server to which
you do not want to send messages.
Note: When the Send Messages to all other Servers box is cleared,
users can still send messages to open sites using the VPIM and AMIS
protocols.
Send User Info to Remote Servers

After you select the Send User Info to Remote Servers check box, the
system enables the Enhanced Names Across the Network feature on the
local server. By default, the Enhanced NAN feature is off.
When you select the Send User Info to Remote Servers check box, the
system propagates user information to all remote CallPilot 5.0 VPIM
servers. However, as with the regular NAN feature, you can control which
sites receive the messages when you configure the remote servers for
Enhanced NAN. In order for the settings that you make on the local server
to take effect, each of the remote servers with which you want to exchange
user information, must have Enhanced NAN enabled too.
For a detailed discussion of remote users and Names Across the Network,
and Enhanced NAN, see Chapter 4 "Understanding CallPilot networking
solutions" (page 37) in this guide. For more information about configuring
and enabling Enhanced NAN, see CallPilot Manager online Help.
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Receive User Info from remote servers

The Receive User Info from remote servers check box enables the Names
Across the Network feature. This option is checked by default.
This box controls your local server. You must coordinate with the network
administrator of each remote site with which you want to enable Names
Across the Network. You can use Names Across the Network only with
remote sites that use Enterprise or VPIM Networking, and have the Send
User Info to this server feature enabled.
The Names Across the Network feature is not the only way to add remote
users to your local network database. You can also add remote users using
Enhanced NAN, and manually, with User Administration. For a detailed
discussion of remote users and Names Across the Network, and Enhanced
NAN, see Chapter 4 "Understanding CallPilot networking solutions" (page
37) in this guide. For more information about configuring and enabling
Enhanced NAN, see CallPilot Manager online Help.
Send Network Broadcast and Receive Network Broadcast

Both check boxes apply to network-wide broadcasts, and location-specific
broadcasts to and from all locations associated with remote sites.
Enterprise Networking section

Receive Message Text Info
The Receive Message Text Info check box is enabled only if Enterprise
Networking is installed on your local messaging server. Configure this box
when you implement Enterprise Networking.
The local messaging server can receive message subject headers in the
messages sent by all remote sites that are enabled to send message
subject headers. The message subject header is available to desktop
users. In most environments, the Receive Message Text Info check box is
selected. However, if voice ports become tied up for too long, you can clear
this option because these messages take longer to send.
SMTP/VPIM section
Server FQDN
The Server FQDN box is enabled only if VPIM Networking is installed on
your system. It is configured during the implementation of VPIM Networking.
However, the message delivery information cannot be saved to the network
database unless the Server FQDN box contains the correct information.
Enter the computer name and domain for CallPilot. If you do not know what
the FQDN is, to find it use the ’ipconfig/all’ command from a DOS window,
or get the information from the appropriate ’properties’ window.
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Note: Do not continue configuring the system if you do not have the
proper FQDN.
Configuring the local prime switch location

You must configure the local prime switch location to implement networking.
The final step in configuring the local site is to configure the local prime
switch location. The local prime switch is configured from the Message
Network Configuration page that shows the local prime switch on the
Network Tree. Doubleclick the local prime switch to display the Server
Properties. The following image shows the Prime Location Properties page.
Figure 38
Prime Location Properties page
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Note: If another networking solution was implemented on the local site,

the local prime switch location is already configured. Check the current
configuration information. Make any necessary modifications. Also,
If NMS is installed on the local site, the local prime switch location is
already configured. All satellite-switch locations attached to the local
prime switch location are also already configured. Check the current
configuration information. Make any necessary modifications. If no
other networking solution is implemented on the local site, complete the
Prime location Properties page.
General section
Complete the General section no matter what dialing plan is used on your
local site. The following outlines the names and descriptions of the fields in
the General section.
Name
Every switch location needs a name that is unique within the messaging
network. Usually, this name is the same as the name of the messaging
server. This ensures that the identity of the switch location within the
network is immediately apparent. A geographic name is common. For
example, if a messaging server is named "Moscow," the prime switch
location is usually also named "Moscow." By default, the local prime switch
location is given the name "Untitled." This name must be changed.
Description
The Description box is useful for short notes, reminders, or comments about
the switch location. You can specify your switch model, the date of the
switch configuration, or contact information for the switch technician.
Location ID
The Location ID box is not enabled for the prime switch location. The
location ID for the prime switch location is always 0 and cannot be changed.
Spoken Name Recorded

If a spoken name is recorded, voice mail users hear the name followed by
the local mailbox directory number.
If a spoken name is not recorded, local users hear a full mailbox address
that does not identify the sender’s site by name. For example, for an ESN
switch location, users hear the ESN location prefix followed by the local
mailbox directory number, "Mailbox 6444 2346".
You can decide that you do not want local users to hear a spoken name for
a particular site. For example, if CDP is used for messaging with a site
and the mailbox numbers follow the dialing plan, you can decide that a
recorded spoken name is unnecessary. In this case, do not record or import
a spoken name.
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There are two ways to add a spoken name recording: record a spoken name
directly by clicking the Record button, or import a prerecorded message.
Dialing and Addressing section

You need detailed information about the dialing plan used by the local site
when you configure the local prime switch location.
You must specify which of the following dialing plans is used to dial to the
local switch location:
• ESN Dialing Plan for this Location
• CDP Dialing Plan for this Location
• (hybrid, which combines ESN and CDP)
Note: If you use ESN anywhere in the messaging network, you must
select ESN because you need an ESN access code.
Mailbox Addressing Follows Dialing Plan

If NMS is implemented, this check box is already properly configured .
Mailbox Prefixes
A mailbox prefix is a leading string of digits that uniquely identifies a mailbox
number as belonging to a particular site. If the local site does not have
NMS installed, the mailbox prefixes are never required for the local prime
switch location. If the local site does have NMS installed, the mailbox prefix,
or prefixes, are properly configured.
ESN section
Access Codes
If the local prime switch location uses either an ESN dialing plan or a hybrid
dialing plan, you must complete the ESN section. You must provide the
ESN access codes and ESN location codes. These are combined to create
the ESN prefix.
ESN Access Code Used by this Location

The ESN access code is used to access ESN routing in the same way that
an access code, such as 9, is used to dial out to the public network from
a private network. Typically, all switches in a messaging network use the
same ESN access code.
Location Codes
An ESN location code is a routing prefix that identifies a location within a
network. It is usually three digits long, but can be up to ten digits long.
You must also indicate the number of digits in the ESN location code that
overlap the mailbox number.
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The ESN Location Codes list contains all ESN location codes currently
assigned and indicates the overlap between the ESN location code and the
mailbox directory numbers. ESN location codes can be added, modified, or
deleted at any time. The ESN location codes must always match the dialing
plan configuration on the switch. The maximum number of ESN location
codes for a switch location is 30.
Overlap
When you are entering the dialing plan information for the local site, you
must calculate the number of digits in the ESN prefix that overlap the digits
in the local extension. If there is overlap between the rightmost digit or
digits of the location code and the leftmost digit or digits of the extension
number, enter the amount of overlap.
The following table provides examples of ESN location code overlap.
Access Locatio Extension Number dialed by Overlap

code n number users at other sites
code
6 338 8300 63388300 0
6 338 8300 6338300 1
6 300 8300-8999 63008300-63008999 0
6 302 25000-26999 63025000-63026999 1
CDP section
Location Codes - CDP or Hybrid Dialing Plan
If the local switch location uses either a CDP dialing plan or a hybrid dialing
plan, complete the CDP section. You must provide the CDP steering codes.
Steering Code
A CDP steering code is a site prefix that identifies the local site within the
network. Therefore, a CDP prefix must be unique for all switches in the
messaging network. CDP steering codes are determined by the switch
technician.
The CDP steering codes defined on the switch are entered on CallPilot
because the system must be able to identify the steering code in the mailbox
number to determine the site. The CDP Steering Codes list box contains all
CDP steering codes currently assigned to the switch location. The list box
also indicates the overlap between the CDP steering codes and the mailbox
directory numbers. CDP steering codes can be added, modified, or deleted.
The maximum number of CDP steering codes for a switch location is 500.
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Overlap
When entering the dialing plan information, you must calculate the number
of digits in the CDP steering code that overlap the digits of the local
extension. If there is overlap between the last digit or digits of the steering
code and the first digit or digits of the extension number, enter the amount
of overlap. Normally, the steering code overlaps with the first few digits of
a local extension number.
The following table provides three examples of CDP steering code overlap.
Steering Extension Number dialed by users Amount of

code number at other sites overlap
22 22345 2222345 0
22 22345 222345 1
22 22345 22345 2
VPIM section
VPIM Network Shortcuts
The VPIM network shortcut identifies the switch location to desktop
messaging clients. In the VPIM section, click Add. The VPIM Network
Shortcut Detail page appears.
Prefix
Type the shortcut in the Prefix box. The maximum length is 30 digits (0-9).
The recommended format is the same as the PSTN number (country code
+ area code + exchange portions).
Overlap
In the Overlap box, specify the number of digits that overlap with the mailbox
number.
Time Zone Settings section

Time zone
The time zone for the local prime switch location is automatically the same
as the time zone for the CallPilot server. It is configured in the CallPilot
Configuration Wizard.
Adding and configuring a remote site

When you implement a protocol, you add to the Messaging Network
Configuration tree view all the remote sites that use that protocol to receive
messages from the local site. Every remote site added to the tree view
must be configured.
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The information that you enter when configuring a remote site often reflects
the information that is configured for that site in its own local network
database. The name for the site can be different however the site IDs must
match. You can get this information from the remote network administrator.
But configuring a remote site is not simply copying the information provided
by the remote site. You also enter information that reflects how your local
site communicates with the remote site. For example, for each remote
site you decide whether your local site sends messages to this particular
remote server.
There are three main steps to adding a remote site to your local network
database. For each remote site, you must add and configure:
• the remote messaging server
• the remote prime switch location
• the remote satellite-switch locations, if the remote site is an NMS site
Note: Much of the information that you must provide while configuring a
remote messaging server is in the network diagram.
Correcting information about remote sites already added to the network

database
If you are implementing a network solution, and another messaging network
solution is already implemented on your local site, check the information
for the remote messaging servers that you added to your local network
database during that configuration.
For example, if you added remote sites to your network database during the
installation of Integrated AMIS Networking, you added the remote sites that
use the AMIS protocol to send messages to and receive messages from
your local site. When configuring these remote sites, the validation process
forced you to enter an Enterprise site ID for the remote site to save the
configuration to your network database.
You must check the Enterprise site IDs that you entered for these sites to
ensure that they are valid and correct. If you entered a random number as a
placeholder, change them to actual site ID numbers.
Configuring a remote messaging server

When you initially install CallPilot on your system, your local site, which
consists of a local messaging server and a local prime switch location, is
automatically added into the Messaging Network Configuration tree view.
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However, you must manually add each remote site that exchanges
messages with the local site into the Messaging Network Configuration
tree view. Both the remote messaging server and the remote prime switch
location must be configured.
You must complete the following sections for each remote messaging server:
• Remote Messaging Server Properties—General information
• Remote Messaging Server Properties—Connection information
A remote server is configured from the Message Network Configuration

page. Click New Server or double-click an existing server on the network
Tree. The following image shows the Server Properties page for a remote
server.
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Figure 39
Server Properties page for a remote server
General section
Name
Nortel recommends that you assign the remote messaging server the
same name that was assigned to it by its local network administrator. This
correspondence in naming sites makes the network easier to administer
and maintain because all network administrators use the same names for
the same sites.
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For example, if a remote site calls itself Connecticut, name it Connecticut

when you add it to the Messaging Network Configuration tree view.
Server Type
The remote messaging server can be any of the following types:
• CallPilot
• (Meridian Mail Net Gateway) MMNG
• Meridian Mail
• Other Nortel
• Other
Note: If you are configuring a CallPilot Mini system, select Other

Nortel, or Other.
Description
Provide a brief description of the remote messaging server or useful notes,
such as when the messaging server was configured or who completed
the configuration.
Site ID
Every remote site in your network database requires a Site ID. All site IDs
must be unique. You need to coordinate with remote network administrators
to ensure that this rule is observed before any site is implemented. Site ID
is mandatory regardless of the protocol.
If your implementation of Enterprise Networking is an upgrade of an existing

voice messaging system that used Enterprise Networking, maintain the Site
ID numbers of the previous system.
Send Messages to this Server

The Send Messages to this Server check box interacts with the Send
Messages to all other Servers check box on the Local Messaging Server
Properties—General section.
When you configure the local messaging server, you decide if you want
the local messaging server to be able to send messages to other servers.
This option is selected by default and is only cleared under exceptional
circumstances.
With the Send Messages to this Server check box, you can block the delivery
of messages from your local messaging server to a particular remote site.
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Example: In the following diagram, Helsinki is configured to deliver

messages to all other sites. However, the network database records for
Paris and Cairo specify that messages are not sent to these remote sites.
Messages are sent to Lammi and Korso-Rekola. Therefore, while the
potential exists for sending messages to both remote sites, only two sites in
the messaging network receive messages from Helsinki.
Figure 40
Helsinki Local Network Database
Send Network Broadcast to this server and Receive Network

Broadcast from this server
Both check boxes apply to network-wide broadcasts, and location-specific
broadcasts from all locations associated with the remote site. This is
particularly useful when sites that do not belong to your company or
organization are included in the network tree.
Send User Info to this server (for Names Across the Network)
The Send User Info to this server check box determines if the Names
Across the Network feature sends user information from the local server
to the remote server.
Names Across the Network is an Enterprise and VPIM Networking feature

that automatically adds temporary remote users to the local database and
maintains them. You enable Names Across the Network for incoming and
outgoing messages separately. A temporary remote user can be added
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when A user at a remote site addresses a message to a local user. The

remote user information is taken from the header of the message that
is received.
The setting to add remote users with Names Across the Network is on
the Messaging Network Configuration page for your local server. This
setting controls your local server. You must coordinate with the system
administrator of each remote site with which you want to enable Names
Across the Network. You can use Names Across the Network only with
remote sites that have Enterprise or VPIM Networking installed.
When you select Names Across the Network for incoming messages, you
add temporary remote users from all sites in the messaging network.
However, because outgoing messages must carry additional information
with them, which results in longer transmission time, you can select Names
Across the Network for outgoing messages for individual sites. For example,
you can select the feature for outgoing messages to a site that does not
incur long-distance toll charges, but clear the feature for a site that incurs
these charges.
Example
As the local administrator of the Helsinki site, after you select Receive
User Info from remote servers, temporary remote users are created if both
ends support Names Across the Network. You receive messages from all
other sites that are configured to send the information. However, when
you configure information about the remote servers in your local database,
you clear the Send User Info to this server option for the sites to which
you do not want to send remote user information. Names Across the
Network is also affected by the way the network administrator at a remote
site configures the system.
When the local site initiates an Enterprise Networking session to a remote

site, the two sites negotiate whether spoken names are sent. This
negotiation occurs as follows:
Send Message Text Info to this Server

With the Send Message Text Info to this Server feature, you can send the
subject portion of a message to a remote site. Because a subject cannot be
added from the telephone, it is only useful if there are desktop users.
SMTP/VPIM section
Server FQDN
If VPIM Networking is installed on your local site, the VPIM Networking
Server FQDN box is enabled.
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Note: VPIM cannot be installed separately from other protocols. When

networking is installed, all protocols become available (but not NMS; it
is packaged separately).
Connections section
Network protocol
To use a particular protocol, both sites must have the same networking
solution installed and implemented.
If a remote site is not configured to use the same protocol as the local site,
the following occurs when the local site attempts to send a message:
• The message is not delivered.
• An error message is generated.
• The remote site is put into error status on the local system.
Connections section: Connection DNs

When CallPilot initiates a call to a remote site, it uses the networking
connection DN that is specified for the remote site in your network database.
You can define up to three DNs. DN1 is mandatory. DN2 and DN3 are
optional.
At least one connection DN must be the networking system access number

for the remote site, as defined on the Message Delivery Configuration page
for the remote site. You can include the system access number of the
remote site on the network representation.
The first Enterprise Networking connection DN is the Enterprise Networking

SDN for the remote site, as defined in the SDN table of the remote site.
If Enterprise Networking is sharing an SDN with another service, such
as AMIS Networking, then the networking connection DN is the DN that
accepts such network calls.
You must contact the administrator of the remote site for the connection
DN. The connection DNs are entered in a format that is dialable from the
local site.
The system always uses DN1 to call the remote site unless it encounters
problems. If the system does encounter a problem, it attempts to contact
the remote site using DN2, and then DN3. In general, the DNs are ordered
from least expensive to most expensive connections. For example, DN1 can
be a private number and DN3 can be a public telephone number.
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Connections section: Enterprise

Unique passwords are used between each pair of sites in an Enterprise
messaging network. They are used to secure the messaging network and
the integrity of the messages. Two passwords are used to verify that any
two sites can communicate with each other:
• Initiating Password
• Responding Password
The passwords on your site must match the site you are calling or from
which you are receiving messages.
Initiating Password and Responding Password

Enterprise Networking uses passwords to send messages securely. When a
message is sent from one site to another, the two sites trade two passwords,
an initiating password and a responding password. Both passwords must
match before a message is sent. You establish passwords between pairs
of sites. For this reason, you must contact the network administrator of
each remote site in the messaging network and agree on the passwords
that are used.
Connections section: VPIM Security

Ensure that VPIM is selected in the Network Protocol box.
SSL port number

If encryption is used, type the port number designated as the Secure Socket
Layer port on the remote messaging server. The standard port setting is
465. When the SSL port is specified, and if the Connect to server with
SSL for Outgoing SMTP Sessions option is enabled in Message Delivery
Configuration, CallPilot attempts to establish an encrypted connection with
this port when connecting to this remote server.
Server password
Type the SMTP authentication password that the remote server must
send when the local CallPilot server requests SMTP authentication. The
maximum length is 30 alphanumeric characters.
Failed attempts from this server

This box displays the number of failed SMTP authentication attempts that
occurred to date. If this value reaches the maximum number of failures
defined on the local server (specified in the System Maximum box described
in the following paragraph), CallPilot disables incoming VPIM message
transmissions from this remote server, if configured. After you resolve the
cause of SMTP authentication failures from the remote server, click Reset
Count to set the counter back to 0.
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System Maximum
This box displays the maximum number of SMTP authentication failures that
the local server tolerates from any server.
Receive messages from this server

Choose Enabled from the list box to allow the local server to receive
messages from this remote server.
Configuring a remote prime switch location

When you add a remote messaging server to the Message Network
Configuration tree view, a corresponding prime switch location is added. A
remote prime switch location must be configured. This process is almost
identical to configuring the local prime switch location.
General section
Complete the General section no matter what dialing plan is used on your
local site.
Name
Assign a unique name to each switch location. Nortel recommends that the
name correspond to the switch location to make the location easy to identify.
The remote switch location is automatically given the name of the remote
server that was added to the Messaging Network Configuration tree view.
This name can be changed.
Description
Enter short notes or comments about the remote switch location in this box.
Location ID
The Location ID box is enabled only if Enterprise Networking is implemented
on the local site. A location ID is required for all remote sites if Enterprise
Networking is installed locally, even if another protocol is used to exchange
messages with this site. The location ID of the prime switch location is set to
0 by default and cannot be changed.

When local users compose a message to this remote site or use the
playback feature to determine the sender of a message, they hear a
message that identifies the sender. The content of the message depends
on whether a spoken name for that remote site is recorded. If a spoken
name is recorded, voice mail users hear the location name followed by the
local mailbox directory number, "Dallas, Mailbox 2346".
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If a spoken name is not recorded, local users hear a full mailbox address
that does not identify the sender’s site by name. For example, for an ESN
switch location, users hear the ESN location prefix followed by the local
mailbox directory number, "Mailbox 6444 2346".
You can decide that you do not want local users to hear a spoken name for
a particular remote site. For example, if CDP is used for messaging with this
remote site and the mailbox numbers follow the dialing plan, you can decide
that a recorded spoken name is unnecessary. In this case, do not record
or import a spoken name.
There are two ways to add a spoken name recording: record a spoken name
directly by clicking the Record button, or import a prerecorded message.
Dialing and addressing section

You must specify which dialing plan is used to dial this remote switch
location from the local switch location. The dialing plans are:
• ESN
• CDP
• (hybrid, which combines ESN and CDP)
Mailbox addressing follows dialing plan

When a mailbox follows the dialing plan:
• A user’s mailbox number and extension number are the same.
• The addressing plan and the dialing plan are the same.
If either situation is true, select the Mailbox Addressing Follows Dialing

Plan check box.
Mailbox prefixes
Mailbox prefixes are used by local users to address users at a remote site if
mailboxes at the remote site do not follow the dialing plan. A mailbox prefix
must be provided if the mailbox does not follow the dialing plan or if another
dialing plan, such as PSTN, is used. A mailbox prefix cannot overlap with
local mailbox numbers. Two mailbox prefixes can be entered. Either prefix
can be used to address any mailbox at the local site. Normally, however,
only one prefix is required. A mailbox prefix can be any number as long as
it does not conflict with other network data. A mailbox prefix can also be
the entire telephone number of the site, including country code, city/area
code, and exchange.
Example: If the mailbox prefix is 22 and the mailbox number of a local user
is 6565, users at other switches address the local user by dialing 226565.
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Dialing prefix
A dialing prefix is needed if the local site uses another dialing plan, such as
PSTN, and users at your local site use dialing prefix to reach users at this
remote site. Usually, if the Dialing prefix box is enabled, you enter the prefix.
In a few cases, a dialing prefix is not needed. For example, if the mailbox
number, without the mailbox prefix, can be dialed directly, a dialing prefix
is not needed. This situation is rare because most systems use at least
some sort of access code.
ESN information
If the remote prime switch location uses an ESN or hybrid dialing plan,
complete the ESN section. The procedure for configuring the ESN
information for a remote prime switch is identical to the procedure used
for the local prime switch location.
Note: You must provide the ESN access code used at the remote site.
Do not enter the access code used locally.
For a review of the ESN access codes, ESN location codes, and overlap,
consult the "ESN section" (page 230).
CDP information
If a CDP dialing plan or a hybrid dialing plan is used to connect the local
site to the remote site, complete the CDP section. Configuring the CDP
information for a remote prime switch location is identical to configuring the
local prime switch location. For a review of the CDP steering codes and
overlap, consult the "CDP section" (page 231).
VPIM section
If you are using desktop messaging and My CallPilot, VPIM Networking,
or both, define the VPIM network shortcuts for this switch location. The
VPIM network shortcut identifies the switch location to desktop messaging
clients. It also facilitates the delivery of VPIM messages that are addressed
to recipients at sites that do not use the VPIM protocol.
VPIM Network Shortcuts

The VPIM network shortcut identifies the switch location to desktop
messaging clients. In the VPIM section, click Add. The VPIM Network
Shortcut Detail page appears.
Prefix
Type the shortcut in the Prefix box. The maximum length is 30 digits (0-9).
The recommended format is the same as the PSTN number (country code
+ area code + exchange portions).
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Overlap
In the Overlap box, specify the number of digits that overlap with the mailbox
number. Typically, a shortcut overlaps with the first digit of the mailbox
number. The Range is 0 to the length of this shortcut. For more information
about VPIM shortcuts, see Chapter 7 "About VPIM Networking" (page 123)
Time Zone Settings section

Time zone
The time zone for the prime switch location is automatically the same as
the time zone for the CallPilot server. It is configured in the Date/Time
component of the Windows Control Panel.
Configuring a remote satellite-switch location

Configuring a satellite-switch location for a remote site is identical to
configuring a remote prime switch location for a remote site.
If a remote site is an NMS site, you must add and configure each of its
satellite-switch locations. This information is saved to the local network
database. Although a prime switch location is added automatically when a
remote site is added to the Messaging Network Configuration tree view, you
must manually add each satellite-switch location of a remote NMS site.
Capacity
An NMS site can have up to 999 satellite-switch locations.
Organization
When you add a satellite-switch location, this location appears in the
Messaging Network Configuration tree view. Satellite switch locations are
listed alphabetically.
Where to configure a satellite-switch location

To configure a satellite-switch location, complete the General section of
the Server Properties page. You must also complete the sections that
correspond to the dialing plan used by the local site.
ESN
Complete the ESN section if you use an ESN or hybrid dialing plan.
CDP
Complete the CDP section if you use a CDP or hybrid dialing plan.

When local users compose a message to a remote satellite-switch location
or use the playback feature to hear who sent a message, the name of the
switch location is played. If a spoken name is not recorded, local users
hear the full DN, such as "Mailbox 64441234." If a recording of the spoken
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Configuring a remote satellite-switch location 245
name is available, local users hear the switch location name followed by the
mailbox number, such as "Milan 1234." You can either record a message
using the telephone or import a prerecorded WAV file.
When a recording of the spoken name is available, Yes appears in the

Spoken Name Recorded box.
If you do not want your local users to hear the name of this satellite-switch
location when composing messages or using playback, do not record a
message. For example, if you are using CDP to transfer messages to the
site and mailbox numbers follow the dialing plan, you may feel that a spoken
name is unnecessary.
Dialing plan interaction

The dialing plan boxes are dynamically enabled or disabled depending on
the choices made. Complete all enabled fields.
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Chapter 13
Security and encryption
In this chapter
"Section P: Networking and security" (page 247)
"Section Q: SMTP security" (page 253)
"Section R: Encryption" (page 267)
Section P: Networking and security

In this section
"Open AMIS Networking and security" (page 248)
"VPIM Networking and security" (page 249)
"Switch security and networking" (page 252)
Overview
It is important to maintain the integrity and security of your CallPilot system.
Every site in your messaging network must follow the recommended

security precautions. In addition to these general security precautions, there
are some precautions specific to a messaging network. These specific
precautions are described in this section.
ATTENTION
This description is intended only as an overview. For more detailed information
about switch security features and how they must be set, consult your switch
documentation and/or a security specialist.
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248 Chapter 13 Security and encryption
Open AMIS Networking and security

With AMIS Networking, local users can dial out to the public network.
This means that the messaging network is susceptible to toll fraud. You
must take precautions to ensure that the network is not exploited at your
company’s expense.
All AMIS Networking messages sent to sites that are not part of your private
messaging network appear on the telephone bill for your site.
Long-distance toll charge features

Several features minimize the likelihood of long-distance toll fraud from an
AMIS Networking site:
• CallPilot feature
— Restriction/Permission Lists (RPLs)
• switch features, such as:

Assigning user access and Restriction/Permission Lists

If you allow local users to send messages to open sites, you must establish
user access because long-distance toll charges can be incurred when
messages are sent to open sites.
There are two basic levels of control:
• When you define message delivery parameters, you define general
system-wide controls over networking messages.
• When you define different classes of users, you define the access level
individual users have to networking.
Mailbox class settings

You control a user’s access to networking, in part, by the mailbox class to
which the user is assigned. The following options for each mailbox class
are available:
• default message priority—standard or economy
• permission for exchange of messages with open sites
• Restriction/Permission List for open messages, if you allow users to
send messages to open sites
You must set the options for each mailbox class.
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If you allow local users to exchange messages with open sites, create
any necessary Restriction/Permission Lists (RPL). An RPL defines any
restrictions to access and lists any exceptions to these restrictions. An
RPL provides additional security and prevents unauthorized long-distance
toll charges.
Example
Local users can send messages to open sites. However, you want to ensure
that different classes of users can send messages only to specific sites.
Users with a manager-level mailbox class can send messages to any site.
Users with a summer student mailbox class can send messages to any
open site that does not incur long-distance toll charges.
Usually, you assign a pre-existing Restriction/Permission List. However, if

no pre-existing list satisfies your requirements, you can create a new list.
See also
For further information consult the CallPilot Manager online Help.
VPIM Networking and security

There are special security considerations if VPIM Networking is used to
send messages over the Internet.
ATTENTION
The following information is intended as an overview only. For detailed information
on how to secure your system, consult your data network administrator or a
security specialist.
When a private data network is connected to the Internet, the Internet

becomes almost an extension of the private network. This poses several
security concerns, especially keeping unauthorized users from accessing
your network and ensuring that messages are not tampered with during
transport. VPIM Networking connects sites with links created over the
Internet. Basically, network connections are created over the public Internet
rather than over private leased lines or public packet-switched networks.
VPIM Networking makes use of the existing security features of your data
network. If it is connected to the Internet, your network probably uses some
or all of the following:
• firewall
• packet filters
• proxy servers and application gateways
These are standard security features for a TCP/IP network.
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Firewalls
If your messaging network sends messages over the Internet, Nortel
recommends that your data network be protected by a firewall.
This guide assumes that if your local data network is connected to the
Internet, a firewall is already in place.
The following discussion is an overview of how a firewall works with

CallPilot. For information on how to configure the firewall to secure your
network, consult your data network administrator.
Definition: Firewall
A firewall is a mechanism—consisting of hardware, software, or both—that
protects your network from other users on the Internet. Many firewalls are
independent devices, while others reside on existing machines.
A firewall controls who can access information behind it and how they can
access it. The firewall determines the relationship between users within the
firewall and those outside of it. All traffic into a private data network must go
through the firewall. All traffic from the private data network into the public
data network must also go through the firewall. Each message is examined,
and those that do not meet specified security criteria are blocked.
It is not possible to give specific recommendations for setting up a firewall,

because many configurations are possible. Note however, that it is strongly
recommended that you use a router to create a subnet for the CallPilot
system to separate it from the larger data network.
Packet filter
A packet filter, also known as a screening router, limits TCP packet traffic
to and from hosts on your network. Packet filters usually consist of both
hardware and software components. You set the limits that a packet filter
uses. In most instances, a packet filter is a stand-alone router. All messages
traveling to and from hosts on your network go through the router. Software
that contains the limits you establish restricts traffic flow.
A packet filter uses the information in the TCP packet header. The packet
filter checks the source and destination addresses and compares them
to your limits. You can limit all traffic to only packets that you want. For
example, if you want your network to exchange messages only with your
branch office, you can set your packet filter to accept only these messages.
Proxy server and application gateway

Proxy servers and application gateways provide another level of security
for your network.
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Definition: Proxy server

The proxy server performs duties for other computers on the network.
A proxy server separates an intranet behind a firewall. A proxy server often

sits on the firewall. At its simplest, with the proxy server, users can access
the Internet from a secured LAN.
A proxy server intercepts all messages entering and leaving a network.
A proxy server also effectively hides true network addresses. Remote users
send messages to the proxy server, which then passes the messages to
their intended recipients.
Definition: Application gateway

An application gateway is the host computer that runs the proxy server.
Application gateways offer the following services:
• authenticating and logging usage
• hiding the internal system names—only the name of the application
gateway is visible to the outside world
• simplifying the programming of the packet filter—less complicated
filtering rules are required, and only traffic destined for the application
gateway is filtered and all other traffic is rejected
Encryption
With encryption, you can protect the integrity of messages sent over the
Internet. It provides a way to send encoded messages from one site to
another in a form that only the two sites can understand.
If you must transmit messages that contain information important to your
business, encryption can be required. Information that may need to be
secure includes:
• financial data
• proprietary information, such as product development information
• confidential personnel information
VPIM Networking and Windows

Windows includes its own encryption features. If you want to use the
Windows encryption feature with VPIM Networking, you must thoroughly
test how this feature works.
Malicious attacks
Hackers use several types of attacks against sites that are connected to
the Internet.
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Some of the most common malicious attacks include:

• service attacks
• e-mail flooding
• spamming
Service attacks
Service attacks are intended to bring down a data network. A service attack
is designed to keep a data network continuously occupied so that it cannot
perform its usual tasks.
Ping attacks
One of the most common types of service attacks is the continuous use of
the Packet Internet Groper (ping) utility.
The ping program is an echo utility that tests continuity and path delay.
Pinging is used to determine if a remote site is reachable and is an
invaluable tool for testing your system.
However, the process of pinging uses system resources. If continually

pinged, the system is unable to provide other services. Although it is illegal
to do so in many countries, hackers create programs that ping a server
continually until the system is brought down.
Security against ping attacks

Ping attacks can be deflected by using packet filters. A packet filter
examines the TCP/IP header of each incoming message and rejects all
those that are specified as not allowed or restricted. The list of rejected
headers is maintained in a filter table. The ping protocol, which usually uses
port 7, is usually allowed but restricted.
Setting up filter tables is complicated. The syntax and format used by each
vendor’s router is different.
Work with your data network administrator to set up the necessary defenses
against service attacks.
Switch security and networking

The switch location is already set up and configured when you begin to
implement a networking solution. Several switch security features are set.
These must be considered when implementing a networking solution.
Switch security must be tight enough that restricted activity is not allowed,
but not so tight that networking messages that should be allowed are
restricted.
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Section Q: SMTP security 253
Switch security features

The following switch security features can affect the exchange of networking
messages:
• Restriction Permission Lists (RPLs)
• ACD agent restrictions
These features offer multiple layers of defense against fraud and other
system abuses. However, if these features are set without considering
the needs of networking, they can also block legitimate messages from
reaching their destinations.
ATTENTION
Nortel strongly recommends that you review the switch security settings with
the switch technician before you begin to implement a networking solution.
Compare the networking needs with the current security settings, and ensure that
necessary changes are made.
Section Q: SMTP security

In this section
"Unauthenticated mode" (page 256)
"Authenticated mode" (page 257)
"Mixed authentication mode" (page 258)
"SMTP authentication methods" (page 260)
"Authentication failures" (page 261)
"Enabling CallPilot SMTP authentication" (page 265)
"Configuring unauthenticated access restrictions" (page 265)
"Monitoring suspicious SMTP activity" (page 265)
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Overview
CallPilot uses Simple Mail Transport Protocol (SMTP) to send:
• VPIM Networking messages between the local CallPilot server and
remote CallPilot servers
• VPIM Networking messages between the local CallPilot server and
remote messaging servers that are VPIM compliant
• messages from desktop messaging and My CallPilot users to the
CallPilot server
In CallPilot, the component that implements SMTP is known as the Internet

Mail Agent.
Simple Mail Transport Protocol (SMTP) authentication

CallPilot supports Simple Mail Transport Protocol (SMTP) authentication,
which is a hacker and toll fraud prevention method. CallPilot authenticates
message transmission sessions from the following:
• desktop messaging and My CallPilot users
• voice messaging servers that are defined as remote sites in the CallPilot
network database
Only one method of authentication is supported: User ID and Password

authentication.
For more information about authentication, see "SMTP authentication

methods" (page 260).
This guide focuses on SMTP authentication and messaging activity between

remote messaging servers and CallPilot. For more information about SMTP,
desktop messaging, and My CallPilot activity, see CallPilot online Help.
Modes of authentication
You can configure SMTP authentication in one of the following modes on
CallPilot:
• unauthenticated mode
CallPilot does not request authentication from a sender. Therefore,
message senders are never authenticated.
Note: CallPilot, however, can limit the addressing capabilities of
the sender by enforcing the unauthenticated access restrictions for
users and servers, if they are configured.
• authenticated mode
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Overview 255
CallPilot always requests authentication. Successful authentication

must occur before the message can be transmitted.
You enable authentication by choosing the User ID and Password
authentication method.
• mixed authentication mode
Authentication is optional. It is performed only if it is supported at
both ends of the connection. If authentication is not being performed,
CallPilot can limit the addressing capabilities of the sender by enforcing
the unauthenticated access restrictions for users and servers, if they
are configured.
If authentication is being used, and it fails, the session is disconnected.
You enable mixed authentication by choosing both the unauthenticated
mode, and the User ID and Password authentication method.
ATTENTION
When defining the authentication settings, remember that the settings also affect
the addressing capabilities of desktop messaging and My CallPilot users who
want to compose messages.
Monitoring suspicious SMTP activity

You can use one of the following methods to monitor suspicious SMTP and
VPIM Networking activity:
• Automatic monitoring: review SMTP-related events in the Windows
event log
• Manual monitoring: enable monitoring of activity from specific origins on
the Security Administration page in CallPilot Manager
Encryption
Optionally, you can use encryption to secure all message traffic. Encryption
prevents:
• password transmission in the clear
• eavesdroppers from gaining access to the contents of the message
(thereby guaranteeing user privacy)
CallPilot networking, desktop messaging, and My CallPilot use encryption.

Encryption is enabled and configured independently from SMTP
authentication configuration.
For more information about encryption, see "Section R: Encryption" (page

267)
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Unauthenticated mode
In unauthenticated mode, CallPilot does not request authentication from
a sender. The Internet Mail Agent (SMTP) transports message without
authentication:
• from a remote voice messaging server to the CallPilot server
• from a desktop messaging or My CallPilot user to the CallPilot server
How to enable unauthenticated mode

The unauthenticated mode is enabled by default when you install or upgrade
your CallPilot server.
When to use the unauthenticated mode

Use the unauthenticated mode if:
• you are not experiencing problems with inappropriate access
• you do not want to use SMTP authentication in your network
• the desktop messaging or My CallPilot clients used in your organization
do not support SMTP authentication
• your messaging network contains:
— messaging servers that do not support SMTP authentication
— VPIM-compliant sites that are not defined in CallPilot’s network
database (open VPIM sites)
Note: Open VPIM sites can use only the unauthenticated mode when
connecting to CallPilot.
Preventing denial-of-service attacks and junk e-mail in unauthenticated

mode
To prevent denial-of-service attacks and junk e-mail proliferation, Nortel
recommends that you restrict the following from remote messaging servers
that are not authenticated:
• incoming messages that are addressed to shared distribution lists
(SDLs)
• incoming location and network broadcast messages
Note: You can block incoming network broadcasts from a specific
network site or all sites in the network database. This capability is
in addition to the SMTP authentication feature, and is discussed in
"CallPilot server capabilities for broadcast messages" (page 118).
• the number of recipients on incoming messages
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This prevents hackers from copying the contents of a large address

book into the recipient list. The limit applies to all recipients within the
message, including recipients in nested messages.
CallPilot enforces the limit separately on each of the TO, CC, and Blind
CC lists. For example, if the limit is defined as 100, the sender can enter
100 addresses in each of these recipient lists.
If any recipient list exceeds the recipient limit, CallPilot rejects the entire
message.
If CallPilot rejects a message as a result of any of these restrictions, the

sender receives a non-delivery notification (NDN).
Preventing toll fraud
ATTENTION
To prevent toll fraud by desktop messaging and My CallPilot users who are not
authenticated, Nortel recommends that you restrict user addressing capabilities
and the number of recipients on outgoing messages. These restrictions are
enforced by:
• unauthenticated desktop user restrictions on the Unauthenticated
Access Restrictions page in CallPilot Manager
• the desktop restriction/permission list (RPL)
• mailbox class
For more information about preventing toll fraud, see CallPilot online Help.
Authenticated mode
Authentication verifies the authenticity of the sender, which can be a desktop
messaging user, My CallPilot user, or a remote messaging server.
In authenticated mode, CallPilot always requests authentication from the

sender. Successful authentication must occur before the message is
transmitted and received by the CallPilot server.
SMTP authentication can also be performed on outgoing sessions to remote

servers. The receiving system advertises the methods it supports, and
CallPilot responds accordingly. If authentication fails, the CallPilot SMTP
server attempts to send the message without authentication. If the receiving
system rejects any SMTP commands, the connection is dropped, and a
non-delivery notification is generated.
How to enable the authenticated mode

To enable authenticated mode, you choose the User ID and Password
authentication method in CallPilot Manager:
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For more information about the authentication methods, see "SMTP

authentication methods" (page 260).
When to use the authenticated mode

SMTP authentication provides maximum security in which spoofing is
virtually impossible. You can only use the authenticated mode when all
messaging servers in the network, desktop messaging clients, and My
CallPilot clients support authentication.
SMTP authentication is only supported in closed networks. SMTP
authentication cannot be performed between CallPilot and open VPIM sites
(that is remote messaging servers that are not defined in the CallPilot
network database). If the message transmission session cannot be
authenticated, the messages themselves cannot be transmitted.
Note: You must use the mixed authentication mode if:
• your voice messaging network contains messaging systems, desktop

messaging clients, and My CallPilot clients that do not support SMTP
authentication
• your users want to receive messages from open VPIM sites
For more details, see "Mixed authentication mode" (page 258).
Denial-of-service attacks, junk e-mail, and toll fraud

The authenticated mode prevents denial-of-service attacks, junk e-mail,
and toll fraud. Therefore, it is not necessary to enforce the restrictions that
are described in:
• "Preventing denial-of-service attacks and junk e-mail in unauthenticated
mode" (page 256)
• "Preventing toll fraud" (page 257)
Mixed authentication mode

In mixed authentication mode, SMTP authentication is optional. CallPilot
requests authentication, but does not require it for a successful connection.
Authentication is performed only if it is supported at both ends of the

connection. If authentication is not supported, CallPilot accepts the
message without authentication, but limits the addressing capabilities of
the sender.
How to enable mixed authentication

To enable mixed authentication, you choose both of the following in CallPilot
Manager:
• unauthenticated mode
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• the User ID and Password authentication method
By default, unauthenticated mode is enabled.
When to use mixed authentication

Use mixed authentication if your messaging network contains any of the
following:
• VPIM-compliant sites that are not defined in CallPilot’s network database
• messaging servers that support SMTP authentication
• messaging servers that do not support SMTP authentication
• desktop messaging or My CallPilot clients that support authentication
• desktop messaging or My CallPilot clients that do not support
authentication
CallPilot accepts messages from both authenticated and unauthenticated

senders, but restricts the capabilities of senders that are not authenticated.
How mixed authentication affects users

In mixed authentication mode, message receipts and hence, user
addressing capabilities are affected as follows:
When the server

or user is incoming messages
unauthenticated • from remote servers can be blocked as described
in "Preventing denial-of-service attacks and junk
e-mail in unauthenticated mode" (page 256)
• from desktop messaging or My CallPilot users can
be restricted as described in "Preventing toll fraud"
(page 257)
authenticated do not have to be blocked.
The restrictions for users and remote servers are not

enforced.
Note: Users are still restricted to the capabilities

allowed in their mailbox classes.
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When you should not use mixed authentication

If you are concerned about security, Nortel recommends that you use only
the authenticated mode.
SMTP authentication methods

CallPilot supports the User ID and Password SMTP authentication method.
The method used to perform SMTP authentication on a remote server,

desktop messaging client, or My CallPilot client depends on what is
supported by both the sending and receiving systems. If the User ID and
Password authentication method is supported, the sending system chooses
the authentication method.
ATTENTION
Nortel recommends that, if you want to use the User ID and Password
authentication method, you also use Secure Socket Layer (SSL) to encrypt the
connection. SSL encryption prevents password transmission in the clear and
ensures content privacy while the message is in transit.
For more information about encryption, see "Section R: Encryption" (page 267)
Note: Authentication of remote servers can occur only if the remote

server is defined in the CallPilot network database. Open VPIM sites
cannot be authenticated.
User ID and Password authentication process

The following steps describe the User ID and Password authentication
process for an incoming message session:
Step Action
1 The sending system (remote server, desktop messaging user, or My

CallPilot user) connects to the CallPilot Internet Mail Agent (SMTP
server) through either the SMTP port or the SSL port.
Notes:
• Port 465 is defined as the SSL port that listens for encrypted
sessions. Port 25 listens for unencrypted sessions. These port
settings are mandatory.
• The CallPilot SMTP server does not require SSL on incoming
transmissions, but does support it. On outgoing sessions, SSL
must be enabled if User ID and Password authentication is being
used.
2 CallPilot advertises that it supports user ID and password

authentication.
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3 One of the following occurs:
IF the sending system THEN

supports User ID and the sending system requests
Password authentication authentication.
does not support User ID and authentication fails and the message
Password authentication transmission is handled as described
in "Authentication failures" (page 261).
4 CallPilot requests the user ID.
5 The sending system responds with the user ID:

• For a desktop messaging or My CallPilot user, the user ID is
the user’s PSTN number (SMTP/VPIM shortcut and mailbox
number).
• For a remote messaging server, the user ID is the remote
server’s FQDN.
6 CallPilot requests the password.
7 The sending system responds with the password.
8 CallPilot verifies the user ID and password:

• For a desktop messaging or My CallPilot user, the mailbox and
user password are obtained from the user database.
• For a remote messaging server, the remote server’s FQDN and
SMTP/VPIM password are obtained from the network database.
IF the user ID
and password THEN
match the sending system is authenticated and
message transmission continues.
do not match message transmission is handled as described in
"Authentication failures" (page 261).
—End—
Authentication failures
This section describes:
• situations in which SMTP authentications can fail
• what happens when SMTP authentication failures occur
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You can specify the maximum number of authentication failures that can
occur from remote messaging servers, desktop messaging users, or My
CallPilot users.
You can also specify what CallPilot does when the number of failed
authentication attempts exceeds the maximum limit that you specify.
When authentication can fail

SMTP authentication can fail in the following situations:
• Passwords are not configured correctly in CallPilot Manager for the local
CallPilot server and the remote messaging server.
• The user’s user ID, password, or both are not configured correctly in the
desktop messaging or My CallPilot client.
• The requested authentication method is not supported at both ends of
the connection.
This can occur when:
— a desktop messaging or My CallPilot user is using a desktop client
or Web browser that does not support SMTP authentication at all
— the desktop messaging or My CallPilot user is using a client or Web
browser that does not support the SMTP authentication method
requested by CallPilot
— the remote messaging server does not support SMTP authentication
— the remote messaging server does not support the SMTP
authentication method requested by CallPilot
What happens when authentication fails

CallPilot cannot receive messages when authenticated mode only is used
and authentication fails. If mixed authentication is being used on CallPilot, a
message transmission can still occur without authentication.
Incoming messages from desktop messaging or My CallPilot

users
For incoming messages from desktop messaging or My CallPilot users, the
message must leave the user’s outbox and be received by the CallPilot
server before CallPilot can deliver the message to the destination.
IF CallPilot is
THEN
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configured to use
authenticated mode only, and the message remains in the user’s outbox
authentication fails for an in the desktop messaging client or Web
incoming message from a desktop browser. An NDN is not sent to the
messaging or My CallPilot user user because the user can immediately
determine that the message was not sent.
mixed authentication, and the message remains in the user’s outbox
authentication fails for an in the desktop messaging client or Web
incoming session from a desktop browser. An NDN is not sent to the
messaging or My CallPilot user user because the user can immediately
determine that the message was not sent.
mixed authentication, and CallPilot accepts the message without
authentication is not attempted authentication. The unauthenticated
for an incoming message from desktop user restrictions are enforced.
a desktop messaging or My See "Preventing toll fraud" (page 257).
CallPilot user
Incoming messages from remote servers
IF CallPilot is
configured to use THEN
authenticated mode only, and CallPilot drops the connection. The sender
authentication fails for an can receive an NDN if the remote server
incoming VPIM Networking supports NDNs.
message transmission
mixed authentication, and CallPilot drops the connection. The sender
authentication fails for an can receive an NDN if the remote server
incoming VPIM Networking supports NDNs.
session
mixed authentication, and CallPilot accepts the message without
authentication is not attempted authentication. The unauthenticated
for an incoming VPIM Networking server restrictions are enforced. See
message transmission "Preventing denial-of-service attacks and
junk e-mail in unauthenticated mode"
(page 256).
Outgoing messages to remote messaging servers

When an initiating SMTP password is defined on your CallPilot server,
SMTP authentication is performed on outgoing sessions to remote servers.
If authentication is attempted and fails, CallPilot still attempts to send the
message. If the advertised authentication method is not supported, CallPilot
attempts to send the message without authentication.
If the outgoing message was initiated by a desktop messaging or My

CallPilot user, the unauthenticated desktop user restrictions are enforced.
See "Preventing toll fraud" (page 257).
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If the remote server rejects any SMTP commands, and the message cannot
be sent after several attempts, CallPilot sends an NDN to the sender and
logs an event.
What happens when there are too many failed authentication attempts?
You can specify the maximum number of failed authentication attempts that
can occur from remote messaging servers, desktop messaging users, or My
CallPilot users, and what action to perform when the limit is exceeded. You
can choose to:
• report the event in the event log and generate an alarm
• disable the remote messaging server in your network database and
report the event
When the remote server is disabled, the following results occur:
— CallPilot rejects all incoming VPIM messages from that server
(both authenticated and unauthenticated). This prevents hackers
from trying all the possible password combinations and eventually
obtaining the correct password.
— If unsuccessful authentication attempts continue, CallPilot reports
an event for each time the maximum number of failed attempts is
exceeded.
• disable the user’s mailbox and report the event

When the user’s mailbox is disabled, CallPilot rejects the following
from the user:
— all mailbox logon attempts (including logon attempts from a
phoneset)
— all incoming VPIM messages from a desktop messaging or My
CallPilot client that is configured as belonging to the user
This prevents hackers from trying all the possible password

combinations and eventually obtaining the correct password.
CallPilot also reports an event for each time the maximum number of
failed attempts is exceeded.
To allow CallPilot to receive incoming messages again, you must re-enable

the remote server in your network database or the user’s mailbox in user
administration.
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Enabling CallPilot SMTP authentication

To enable SMTP authentication between CallPilot and remote messaging
servers, you must configure specific options on both the local server and on
each remote server in the CallPilot network database that is using VPIM
Networking. The procedures for the tasks that you must complete are
provided in the CallPilot Manager online Help.
To enable SMTP authentication between CallPilot, desktop messaging

users, and My CallPilot users, you must also configure the desktop
messaging and My CallPilot clients. For instructions about configuring the
desktop messaging and My CallPilot clients, see Desktop Messaging and
My CallPilot Installation and Administration Guide (NN44200-302).
Configuring unauthenticated access restrictions

If unauthenticated mode is used, Nortel recommends that you also enable
unauthenticated access restrictions for servers and desktop users.
You can perform the following additional tasks, as required:
• Configure the desktop restriction/permission lists (RPLs).
• Assign RPLs to a mailbox class.
• Assign message delivery options to mailbox class members.
For instructions, see CallPilot Manager online Help.
Monitoring suspicious SMTP activity

You can use one of the following methods to monitor suspicious SMTP and
VPIM Networking activity:
• review SMTP-related events in the Windows event log (automatic
monitoring)
If you choose to use the Windows event log as your monitoring method,
no action is required from you to initiate SMTP/VPIM monitoring.
• enable monitoring of activity from specific origins on the Security
Administration page in CallPilot Manager (manual monitoring)
Automatic monitoring
Automatic monitoring alerts you to suspicious SMTP activity, blocks access
to the system, and provides sufficient information for further investigation.
No configuration is required for automatic SMTP/VPIM monitoring.
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How it works
If CallPilot detects repeated unsuccessful authentication attempts (for
example, an incorrect password is presented), the following events occur:
• for a local user: after the specified number of unsuccessful attempts, an
event is logged in the Windows event log and, if configured, the user’s
mailbox is disabled.
If the mailbox is disabled, the user cannot log on either from a phoneset
or by using a desktop messaging or My CallPilot client. Messages are
no longer accepted through SMTP from that user, regardless of whether
the user is authenticated or not.
• for a remote server: after the specified number of unsuccessful attempts,
an event is logged in the Windows event log and, if configured, message
reception from the remote server is disabled.
If the remote server is disabled, messages from the remote server are
no longer accepted.
Note: If the sender presents itself as a local mailbox or a remote server

that does not actually exist, the system treats it the same way as when
the mailbox or remote server does exist. This prevents the hacker from
learning that the mailbox or server are not defined on the local system.
When the mailbox or server becomes disabled, an event is logged in the

Windows event log. The event includes the following information:
• the User ID used in the authentication attempt
The user ID can be either a user’s public switch telephone (PSTN)
number (SMTP/VPIM shortcut and mailbox number) or a remote
server’s authenticating FQDN.
• the hostname and IP address from which the last authentication failure
occurred
You can use this information to investigate the source of the suspicious
activity, or enable manual hacker monitoring.
Manual monitoring
You can manually monitor activity based on the following information:
• the authenticating user ID
• the IP address of the remote messaging server, desktop messaging
client, or My CallPilot client that is attempting to connect to the CallPilot
server
• the FQDN of the remote messaging server, desktop messaging client,
or My CallPilot client that is attempting to connect to the CallPilot server
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You can define up to 100 activities to monitor. When you enable monitoring,
the system provides you with a detailed list of activities received from the
user ID, IP address, or FQDN. Activities that appear in the list include:
• all connections with successful authentication attempts
• all connections with unsuccessful authentication attempts
• all unauthenticated connections (that is, where authentication was not
attempted)
In addition to the activities list, an alarm message is deposited in the

alarm mailbox, if the alarm mailbox is configured and these events are not
throttled. For more information about manual monitoring, see the following
in the CallPilot Administrator’s Guide (NN44200-601):
• "Configuring messaging service defaults"
• "Throttling and customizing events"
When you accumulate enough data about the hacker attack, you can
disable monitoring of the offending source to avoid excessive logging. You
can disable monitoring by using one of the following methods:
• Click Delete to remove the monitoring activity from the list.
• Click Disable to disable the monitoring activity.
Note: This retains the activity in the list so that you can enable it
again, if required.
Using wildcards
Wildcards are not supported when creating activity specifications.
Section R: Encryption
In this section
"CallPilot encryption description" (page 267)
"How CallPilot encryption works" (page 269)
"Implementing encryption on CallPilot" (page 271)
CallPilot encryption description

CallPilot supports Secure Socket Layer (SSL) encryption to encrypt
message transmissions between CallPilot and:
• desktop and Web messaging clients
• another messaging server
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Privacy guarantee
When you use SSL to encrypt message traffic between messaging servers,
users are provided with privacy over the network.
Total privacy is obtained only when:
• the message originates from a phoneset, or SSL is used between the
desktop or Web messaging client and the CallPilot server
• SSL is used end-to-end between messaging servers
• the SSL transaction is successful
When to use encryption

Encryption is optional. However, Nortel strongly recommends that you
establish a secure (encrypted) session if you use the User ID and Password
authentication method. User ID and password transmission in the clear is
strongly discouraged.
Encryption prevents:
• password transmission in the clear
• eavesdroppers from gaining access to the contents of the message
(thereby guaranteeing user privacy)
Considerations for implementing encryption

To determine whether you need to implement encryption in your CallPilot
network, consider the following questions:
• Is encryption needed for secure desktop or Web messaging logon?
• Is encryption required between messaging servers?
• Does your network infrastructure support secure message transmission
from end to end?
If messages cross a firewall or pass through an intermediate mail relay,
encryption may not be provided end-to-end.
• Do you need to upgrade any systems?
TCP/IP traffic encryption for SSL requires significant CPU resources. The
impact of using SSL depends on:
• total network traffic (desktop and VPIM)
• percentage of traffic that is using SSL
Secure transmission of a message to a remote CallPilot system is pointless

if the message is also addressed to another system that does not support
SSL. To do so wastes CPU bandwidth.
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How CallPilot encryption works

The CallPilot SMTP server monitors port 25 for non-encrypted SMTP
sessions. The CallPilot SMTP server also monitors (and connects to) port
465 for encrypted sessions. Encryption is provided by enabling Secure
Socket Layer (SSL), which is also known as Transport Layer Security (TLS).
SSL sessions can be established only when SSL is supported at both ends
of the connection.
SSL port monitoring

When SSL is enabled, the CallPilot server listens on port 465 for SSL
handshake protocol commands. If the remote host sends a request for a
connection to this port but does not provide the SSL handshake commands,
the session cannot be established.
Similarly, if SSL is required, the CallPilot SMTP server attempts to connect

to the SSL port on a remote messaging server. The standard SSL port
setting is 465.
SSL with User ID and Password authentication

The following table describes how SSL and the User ID and Password
authentication method work together to guarantee user privacy over the
network:
IF THEN
SSL is enabled on message transmission sessions are encrypted.
the local server
• For outgoing sessions, the CallPilot SMTP server

attempts to connect to the SSL port on the remote
messaging server. If the connection is successful,
the session is encrypted to prevent password
transmission in the clear.
• For incoming sessions, the CallPilot SMTP server
listens for non-encrypted connections on port
25 and encrypted connections on port 465 from
remote SMTP hosts. If the connection on port 465
is successful, the session is encrypted to prevent
password transmission in the clear.
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IF THEN
SSL is not enabled message transmission sessions are not encrypted.
on the local server
• For outgoing sessions, the CallPilot SMTP server

establishes the connection with the remote
messaging server, but does not try to authenticate.
The session continues without authentication to
prevent password transmission in the clear.
If the remote server requires authentication,
message transmission does not occur.
SSL is not enabled • For incoming sessions, the CallPilot SMTP server
on the local server listens for connections from remote SMTP hosts
(continued) only on port 25.
the SSL connection the CallPilot SMTP server drops the connection.
cannot be established Message transmission does not occur.
on an incoming
connection
(encryption fails)
the SSL connection the CallPilot SMTP server drops the connection.
cannot be established CallPilot sends a non-delivery notification (NDN) to the
on an outgoing message originator.
connection
(encryption fails)
CallPilot encryption and VPIM-compliant systems

The SMTP connection is encrypted if:
• SSL is enabled at both ends
• encryption certificates are accepted by each system
Intermediate mail relays and application proxy servers must participate in

the establishment of secure sessions.
Encryption, authentication, mail relays, and firewalls

SSL encryption (and authentication) works best when messages are
transferred point-to-point (for example, within a firewall).
When messages are not transmitted point-to-point, SSL sessions can still
be initiated and authentication can still be performed if the firewalls are
configured appropriately. It can also be possible to initiate SSL sessions
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between intermediary mail relays and proxies if those systems support

SSL and are configured appropriately. However, end-to-end authentication
may not be possible.
CallPilot encryption and certificates

SSL implementation requires a certificate on the CallPilot server. The
CallPilot SMTP server uses the certificate that is provided for Internet
Message Access Protocol (IMAP) and Lightweight Directory Access
Protocol (LDAP). No specific manual interventions are required by you to
create a certificate for SMTP.
Notes:
• Some third-party VPIM-compliant messaging systems may or may
not accept the CallPilot certificate. Therefore, it may be necessary to
use third-party certificates. The availability of compatible encryption
algorithms can limit the use of SSL between some systems.
• You may need to use a certificate import feature to import certificates
created from known certificate authorities, such as Verisign.
The CallPilot SMTP server accepts all certificates when establishing an SSL
session. That is, CallPilot does not verify the digital signature. Therefore,
establishing the secure session does not guarantee that CallPilot is actually
sending the message to a specific destination.
For example, a tampered router in the network can redirect messages

to a server that is spoofing a known site. CallPilot cannot verify that
the certificate presented by the remote site is legitimate, and sends the
encrypted message to the rogue server, which can decrypt the message
with its master keys.
Implementing encryption on CallPilot

Encryption is enabled and configured independently from SMTP
authentication configuration. (For information about SMTP authentication,
see "Enabling CallPilot SMTP authentication" (page 265)).
To configure SSL
Step Action
1 On the local server:

• Enable SSL for incoming sessions from desktop or Web
messaging clients and remote messaging systems.
• Enable SSL for outgoing message transmission sessions to
remote messaging systems.
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2 For each remote server defined in the CallPilot network database,

specify the port that the CallPilot server connects to establish an
SSL session.
—End—
For specific instructions on how to configure the encryption options on the

CallPilot server for both the local server and each remote server that is
defined in the CallPilot network database, see CallPilot online Help.
For instructions on how to configure the encryption options in desktop

or Web messaging clients, see the Desktop Messaging and My CallPilot
Installation and Administration Guide (NN44200-305).
ATTENTION
Ensure that SSL is available on all systems, including intermediate systems
such as gateways, mail relays, and so on. For information about implementing
encryption on network devices, see the device manufacturer’s documentation.
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Appendix A
Implementation and planning tools
"Section A: Implementation checklists" (page 276)
"Open AMIS Networking Implementation Checklist: NWP-035" (page 277)
"Integrated AMIS Networking Implementation Checklist: NWP-032" (page

278)
"Enterprise Networking Implementation Checklist: NWP-031" (page 280)
"VPIM Networking Implementation Checklist: NWP-029" (page 282)
"Open VPIM Implementation Checklist: NWP-036" (page 284)
"Section B: Configuration worksheets" (page 285)
"CallPilot Networking: CDP Steering Codes: NWP-027" (page 286)
"CallPilot Networking: ESN Location Codes: NWP-037" (page 287)
"CallPilot Networking: Local Server Maintenance: NWP-024" (page 288)
"CallPilot Networking: Remote Server Maintenance: NWP-025" (page 289)
"CallPilot Networking: Switch Location Maintenance: NWP-026" (page 292)
"CallPilot Networking: Message Delivery Configuration: NWP-028" (page

294)
"CallPilot Networking: Open VPIM Shortcuts: NWP-038" (page 297)
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274 Appendix A Implementation and planning tools
Overview
This chapter provides checklists and worksheets that you can use while
setting up your messaging network.
Implementation checklists
To help you track your progress while implementing one or more networking
solutions, you can use the following implementation checklists:
Checklist For an example, see

Open AMIS Networking Implementation page "Open AMIS Networking
Checklist (NWP-035) Implementation Checklist:
NWP-035" (page 277).
Integrated AMIS Networking Implementation page "Integrated AMIS
Checklist (NWP-032) Networking Implementation
Checklist: NWP-032" (page
278).
Enterprise Networking Implementation page "Enterprise Networking
Checklist (NWP-031) Implementation Checklist:
NWP-031" (page 280).
VPIM Networking Implementation Checklist page "VPIM Networking
(NWP-029) Implementation Checklist:
NWP-029" (page 282).
Open VPIM Implementation Checklist page "Open VPIM
(NWP-036) Implementation Checklist:
NWP-036" (page 284).
For instructions on completing the tasks on these checklists, see the

following:
• this guide
• CallPilot Manager online Help
• CallPilot Administrator’s Guide (NN44200-601)
Implementation process
The implementation process is easier if you follow this recommended order:
To implement messaging network

Step Action
1 Network Message Service (NMS)
2 Desktop or Web messaging
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Overview 275
For information about IMAP implementation, see the Desktop

Messaging and My CallPilot Installation and Administration Guide
(NN44200-305).
3 AMIS Networking, Enterprise Networking or VPIM Networking
—End—
Notes:
• Nortel recommends that you implement and test all NMS sites in the
messaging network before you implement any other networking solution.
• Nortel also recommends that you verify the accuracy of information for
your site before you release it to remote network administrators.
Configuration worksheets
To help you plan the configuration of your messaging network, you can use
the following configuration worksheets:
Worksheet For an example, see

Messaging Network Configuration worksheets
CallPilot Networking—CDP Steering Codes (NWP-027) page "CallPilot

Networking: CDP
Steering Codes:
NWP-027" (page
286).
CallPilot Networking—ESN Location Codes (NWP-037) page "CallPilot
Networking: ESN
Location Codes:
NWP-037" (page
287).
CallPilot Network Information—Local Server page "CallPilot
Maintenance (NWP-024) Networking: Local
Server Maintenance:
NWP-024" (page
288).
CallPilot Network Information—Remote Server page "CallPilot
Maintenance (NWP-025) Networking: Remote
Server Maintenance:
NWP-025" (page
289).
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Worksheet For an example, see

CallPilot Network Information—Switch Location page "CallPilot
Maintenance (NWP-026) Networking:
Switch Location
Maintenance:
NWP-026" (page
292).
Messaging Delivery Configuration worksheets
CallPilot Networking—Message Delivery Configuration page "CallPilot

(NWP-028) Networking:
Message Delivery
Configuration:
NWP-028" (page
294).
CallPilot Networking—Open VPIM Shortcuts page "CallPilot
(NWP-038) Networking: Open
VPIM Shortcuts:
NWP-038" (page
297).
The configuration worksheets:

• provide a hard copy record of your network
• help you capture all the information for entry into CallPilot Manager
You can send the completed worksheets to other messaging network

administrators to help them configure the network databases at their sites.
Section A: Implementation checklists

In this section
"Open AMIS Networking Implementation Checklist: NWP-035" (page 277)
"Integrated AMIS Networking Implementation Checklist: NWP-032" (page

278)
"Enterprise Networking Implementation Checklist: NWP-031" (page 280)
"VPIM Networking Implementation Checklist: NWP-029" (page 282)
"Open VPIM Implementation Checklist: NWP-036" (page 284)
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Open AMIS Networking Implementation Checklist: NWP-035 277
Open AMIS Networking Implementation Checklist: NWP-035

Step Description Done
Gather information for the network
1 Obtain the system access number for each open AMIS site with which _
CallPilot exchanges messages.
Configure the switch
Note: For the switch requirements, see Chapter 11 "Implementing and configuring CallPilot
networking" (page 195) in this guide. For instructions on configuring the switch, see the
documentation for your switch.
2 Define the ACD queues. _
3 Dedicate ACD agents to networking, if required. _
4 Verify TGAR and NCOS on ACD agents. _
5 Define trunks (if additional trunks are required). _
6 Verify access to trunks (TGAR). _
Configure the network database in CallPilot
Note: For instructions, see CallPilot Manager online Help.
7 Configure the local server. _
Use the information recorded on the "CallPilot Networking—Local Server
Maintenance" worksheet (NWP-024).
8 Configure the prime location for the local server. _
Use the information recorded on the "CallPilot Networking—Switch Location
9 Configure the Network Message Service (NMS) satellite locations for the _
local server, if required.
Configure the AMIS Networking message delivery options in CallPilot
10 Enable AMIS Networking message transmissions to and from open AMIS _
sites.
11 Define the open AMIS compose prefix. _
12 Configure the AMIS Networking batch delivery threshold. _
13 Define the allowed open AMIS delivery times. _
14 Configure the local server’s system access number. _
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Configure the System and Messaging options in CallPilot
15 Define the AMIS Networking DN in the Service Directory Number (SDN) _
table and, if required, dedicate channels.
Note: For guidelines on channel allocation, see CallPilot Manager online
Help.
16 Define Dialing Information and Dialing Translations. _
Test the network for correct operation
Note: For instructions, see the CallPilot Manager online Help.
17 Test call routing access by testing each ACD agent. _
18 Compose and send a message from a mailbox on the local server to a _
mailbox on the local server.
19 Send a message from a mailbox on the local server to a user at an open _
AMIS site, if possible.
Create a backup of the network
20 Back up CallPilot. _
21 Print CallPilot network information. _
Note: For instructions, see "Printing networking information" in the CallPilot
22 Back up the switch. _
Note: For instructions, see your switch documentation.
23 Print switch network information. _
Integrated AMIS Networking Implementation Checklist: NWP-032

Note: For instructions, see Chapter 11 "Implementing and configuring CallPilot networking" (page
195) in this guide. If necessary, consult with a switch technician.
1 Gather ESN information from the switch. _
2 Gather CDP information from the switch. _
3 Draw a diagram of the existing network. _
4 Assign a unique site ID to each site in the network. _
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5 Analyze the information and determine if changes are required to the dialing _
plan configuration on the switch.
networking" (page 195) in this guide. For instructions on configuring the switch, see your switch
documentation.
7 Dedicate ACD agents to networking, if required. _
11 Modify the dialing plan configuration on the switch if required. _
Configure the network sites and locations in CallPilot
13 Configure each remote server. _
Use the information recorded on the "CallPilot Networking—Remote Server
14 Configure the prime location for each of the local and remote servers. _
15 Configure the Network Message Service (NMS) satellite locations for each of _
the local and remote servers, if required.
16 Convert existing sites to AMIS Networking if necessary. _
Configure the AMIS Networking message delivery options in CallPilot
17 Enable AMIS Networking message transmissions to and from AMIS sites. _
18 Configure the AMIS Networking batch delivery threshold. _
19 Define the open AMIS compose prefix (if your network also contains open _
AMIS sites).
20 Configure the local server’s system access number. _
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21 Define the open AMIS delivery times (if your network also contains open AMIS _
sites).
22 Define the AMIS Networking economy delivery times. _
23 Define the AMIS Networking stale times. _
Configure the System and Messaging options in CallPilot
24 Define the AMIS Networking DN in the SDN table and, if required, dedicate _
channels.
25 Define Dialing Information and Dialing Translations. _
27 Compose and send a message from a mailbox on the local server to a mailbox _
on the local server.
28 Send a message from a mailbox on the local server to a user at an integrated _
AMIS (remote) site.
Enterprise Networking Implementation Checklist: NWP-031

Note: For instructions, see Chapter 11 "Implementing and configuring CallPilot networking" (page
195) in this guide. If necessary, consult with a switch technician.
1 Gather ESN information from the switch. _
2 Gather CDP information from the switch. _
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Enterprise Networking Implementation Checklist: NWP-031 281

5 Analyze the information and determine if changes are required to the dialing _
plan configuration on the switch.
networking" (page 195) in this guide. For instructions on configuring the switch, see your switch
documentation.
7 Dedicate ACD agents to networking (if required). This step is optional. _
11 Modify the dialing plan configuration on the switch if required. _
14 Configure the prime location for each of the local and remote servers. _
15 Configure the Network Message Service (NMS) satellite locations for each of _
the local and remote servers (if required).
16 Convert existing sites to Enterprise Networking if necessary. _
Configure the Enterprise Networking message delivery options in CallPilot
17 Enable Enterprise Networking message transmissions to and from Enterprise _
Networking sites.
18 Configure the Enterprise Networking batch delivery threshold. _
19 Define the Enterprise Networking economy delivery times. _
20 Define the Enterprise Networking stale times. _
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Configure the System options in CallPilot
21 Define the Enterprise Networking DN in the Service Directory Number (SDN) _
table and, if required, dedicate channels.
24 Send a message from a mailbox on the local server to a mailbox user at a _
remote Enterprise Networking site.
VPIM Networking Implementation Checklist: NWP-029

1 Obtain the following information for each remote server: _
• fully qualified domain name (FQDN)
• VPIM prefix for each switch location at the remote site
• SMTP password (if SMTP authentication is being used)
2 Obtain the fully qualified domain name of the outgoing SMTP mail/proxy _
server.
5 Create a VPIM network shortcut for each switch location in the network (for _
both the local and remote servers).
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VPIM Networking Implementation Checklist: NWP-029 283

8 Configure the prime location for each of the local and remote servers. Use _
the information recorded on the "CallPilot Networking—Switch Location
9 Configure the Network Message Service (NMS) satellite locations for each _
of the local and remote servers (if required).
10 Convert existing sites to VPIM Networking if necessary. _
Configure the VPIM Networking message delivery options in CallPilot
11 Enable incoming SMTP/VPIM message transmissions from desktop or Web _
messaging users and open VPIM sites.
12 Enable outgoing VPIM Networking message transmissions to open VPIM _
sites.
13 Configure the Outgoing SMTP mail/proxy server’s FQDN. _
14 Define the open VPIM compose prefix (if required). _
15 Create an open VPIM shortcut for each open VPIM-compliant site with _
which CallPilot exchanges messages (if required).
16 Configure the encryption settings (if required). _
17 Configure the SMTP authentication settings (if required). _
18 Configure the unauthenticated access restrictions for users and remote _
servers, if users or servers in your network are not SMTP authenticated.
19 Perform a connectivity test by pinging the outgoing SMTP mail/proxy server _
or by establishing a telnet connection to the server.
20 Compose and send a message from a mailbox on the local server to a _
mailbox on the local server.
21 Send a message from a mailbox on the local server to a mailbox user at a _
remote VPIM Networking site.
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Open VPIM Implementation Checklist: NWP-036

1 Obtain the following for each open VPIM-compliant site with which CallPilot _
exchanges messages:
• fully qualified domain name
• VPIM prefix
2 Obtain the fully qualified domain name of the outgoing SMTP mail/proxy server. _
4 Create an open VPIM shortcut for each open VPIM site. _
Configure the network database in CallPilot
6 Configure the prime location for the local server. _
7 Configure the Network Message Service (NMS) satellite locations for the local _
server, if required.
Configure the VPIM Networking message delivery options in CallPilot
8 Enable incoming SMTP/VPIM message transmissions from desktop or Web _
messaging users and open VPIM sites.
9 Enable outgoing VPIM Networking message transmissions to open VPIM sites. _
10 Configure the Outgoing SMTP mail/proxy server’s FQDN. _
11 Define the open VPIM compose prefix. _
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Section B: Configuration worksheets 285

12 Create an open VPIM shortcut for each open VPIM-compliant site with which _
CallPilot exchanges messages, if required.
13 Configure the encryption settings, if required. _
14 Configure the SMTP authentication settings, if required. _
15 Define unauthenticated access restrictions for users and remote servers, if _
users or servers in your network are not SMTP authenticated.
16 Perform a connectivity test by pinging the outgoing SMTP mail/proxy server or _
by establishing a telnet connection to the server.
18 Send a message from a mailbox on the local server to a mailbox user at an _
open VPIM site, if possible.
Section B: Configuration worksheets

In this section
"CallPilot Networking: CDP Steering Codes: NWP-027" (page 286)
"CallPilot Networking: ESN Location Codes: NWP-037" (page 287)
"CallPilot Networking: Local Server Maintenance: NWP-024" (page 288)
"CallPilot Networking: Remote Server Maintenance: NWP-025" (page 289)
"CallPilot Networking: Switch Location Maintenance: NWP-026" (page 292)
"CallPilot Networking: Message Delivery Configuration: NWP-028" (page

294)
"CallPilot Networking: Open VPIM Shortcuts: NWP-038" (page 297)
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CallPilot Networking: CDP Steering Codes: NWP-027

Complete and attach this form to NWP-024, NWP-025 or NWP-026.
Location information
This location belongs to site name: Site ID:
Location name: Location ID:
CDP steering codes

(You can define up to 500 steering codes for this switch location. Complete
and attach additional pages, as required.)
Overlap between CDP Overlap between CDP

steering code and local steering code and local
CDP steering code: extensions: CDP steering code: extensions:
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
______________ ________________ _______________ ________________
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CallPilot Networking: ESN Location Codes: NWP-037 287
______________ ________________ _______________ ________________

______________ ________________ _______________ ________________
Completed by
Administrator: Date:
CallPilot Networking: ESN Location Codes: NWP-037

Complete and attach this form to NWP-024, NWP-025 or NWP-026.
Location information
This location belongs to site name: Site ID:
Location name: Location ID:
ESN location codes

(You can define up to 30 location codes for this switch location.)
Overlap between ESN Overlap between ESN

location code and location code and
ESN location code: local extensions: ESN location code: local extensions:
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
Completed by
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CallPilot Networking: Local Server Maintenance: NWP-024

Note: Complete and attach CallPilot Networking—Switch Location
Maintenance (NWP-026) for the prime switch location.
Local server information

Site name: Site ID:
Does site use Network Message Service?
-- Yes
-- No
Send messages to all other Activate Names Across the Network (add or update remote users
servers: on this server):
-- Yes -- Yes
-- No -- No
Activate Enhanced Names Across the Network (automatically add
and update remote users on selected servers):
-- Yes
-- No
Network broadcast ability

Send network broadcast messages to remote sites: Receive network broadcast
messages from remote sites:
-- Yes
-- Yes
-- No
-- No
Network broadcast addresses
Enterprise Networking options

Receive message text information:
_ Yes
_ No
VPIM Networking options

Send user information to this server: Send message text information to this
server:
_ Yes
_ Yes
_ No
_ No
Receive user information from this server: Receive message text information from
this server:
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CallPilot Networking: Remote Server Maintenance: NWP-025 289
_ Yes _ Yes
_ No _ No
Send User Info to Remote Servers:

_ Yes
_ No
Receive User Info from Remote Servers:
_ Yes
_ No
SMTP and VPIM Networking
Completed by
CallPilot Networking: Remote Server Maintenance: NWP-025

Note: Complete and attach CallPilot Networking—Switch Location
Maintenance (NWP-026) for the prime switch location.
Remote server information

Site name: Does site use Network Message Service?
_ Yes
_ No
Server type: _ CallPilot _ MMNG _ Meridian _ Other Nortel _ Other
Mail
Note: If you
are configuring
a CallPilot Mini
system, select
Other Nortel,
or Other.
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Site ID: Send messages to this server:

_ Yes
_ No
Network broadcast ability

Send network broadcast messages to this server: Receive network broadcast messages
from this server:
_ Yes
_ Yes
_ No
_ No

server:
_ Yes
_ Yes
_ No
_ No
VPIM Networking options

server:
_ Yes
_ Yes
_ No
_ No
Receive user information from this server: Receive message text information from
this server:
_ Yes
_ Yes
_ No
_ No
Send User Info to Remote Servers:
_ Yes
_ No
Receive User Info from Remote Servers:
_ Yes
_ No
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CallPilot Networking: Remote Server Maintenance: NWP-025 291
SMTP and VPIM Networking
Connection information
Message transfer protocol: Connection DNs (Enterprise Networking only)
_ AMIS Note: If the remote server is uses the AMIS protocol, complete
the "Remote system access number" section in the following
_ Enterprise
paragraph.
_ VPIM
DN 1: _____________________________
DN 2: _____________________________
DN 3: _____________________________
Remote system access number (complete one only)

Complete this section only if the remote server uses the AMIS protocol.
Public network number: Private network number:

Country code: ________________ ___________________________
Area/city code: ________________
Number: ________________
Enterprise Networking passwords

Initiating password: ____________________________________________________
Responding password: _____________________________________________
VPIM Networking security

SSL port number (for encryption):
Server password:
Receive messages from this server: _ Yes _ No
Completed by
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CallPilot Networking: Switch Location Maintenance: NWP-026

Complete this form for each switch location and attach it to NWP-024 or
NWP-025.
Location Information
This location belongs to Site name: Site ID: This location is a
_ Prime switch location
_ Satellite switch location
Location name: Do you want to record a spoken name for the
location?
_ Yes (Click Record or import.)
_ No
Location ID:
Dialing plans
_ESN (Complete the ESN dialing plan information section _ CDP (Complete the CDP dialing
in the following section.) plan information section on the next
page.)
Mailbox addressing follows the dialing plan:
_Yes
_ No (Complete the Mailbox prefixes field.)
Mailbox prefixes: ____________________ Dialing prefix (for remote locations
only):
____________________ ____________________
ESN dialing plan information

(Complete this section if you select the ESN dialing plan.)
ESN access code:

ESN location codes and overlap: Complete and attach "ESN Location Codes" (NWP-037).
CDP dialing plan information

(Complete this section if you select the CDP dialing plan.)
CDP steering codes and overlap: Complete and attach "CDP Steering Codes" (NWP-027).
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CallPilot Networking: Switch Location Maintenance: NWP-026 293
VPIM network shortcuts

(Complete this section to allow phoneset users to send VPIM Networking
messages. You can create up to 30 VPIM network shortcuts for this
location.)
Overlap between Overlap between

VPIM prefix and local VPIM prefix and local
VPIM prefix: extensions: VPIM prefix: extensions:
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
VPIM network shortcuts (continued)

Overlap between Overlap between
VPIM prefix and local VPIM prefix and local
VPIM prefix: extensions: VPIM prefix: extensions:
_________________ ________________ _________________ ________________
_________________ ________________ _______________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
_________________ _________________ _________________ ________________
_________________ ________________ _________________ ________________
Time zone
(Complete this section for local satellite-switch locations only.)
Use server time zone: Time zone (if server time zone is not
used):
_ Yes
_ No (Specify the time zone to be used.)
Completed by
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CallPilot Networking: Message Delivery Configuration: NWP-028

AMIS Networking options
Enable outgoing AMIS Networking messages Enable incoming AMIS Networking messages
_ Yes _ Yes
_ No _ No
Number of messages to collect before sending Open AMIS compose prefix:
(batch threshold):
Open AMIS Networking delivery times

Days active:
_ Monday _Tuesday _Wednesday _Thursday
_ Friday _Saturday _Sunday
Outgoing messages
allowed on business
days (hh:mm) From: ___________________
To: ___________________
Outgoing messages
allowed on non-business
days (hh:mm) From: ___________________
To: ___________________
Local system access number (complete one only)

Public network number: Private network number:
Country code: ______________ ___________________________________
Area/city code: ______________
Number: ______________
Economy delivery times (hh:mm)

Open AMIS Integrated AMIS
Start time: _______________ Start time: _______________
Stop time: _______________ Stop time: _______________
Stale times (hh:mm)

Economy Standard
Open AMIS: ________________ _______________
Economy
________________ Urgent: _______________
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Integrated AMIS:

Enable outgoing Enterprise Networking Enable incoming Enterprise Networking
messages messages
_ Yes _ Yes
_ No _ No
Number of messages to collect before sending
(batch threshold):
Economy delivery times (hh:mm)

Start time: Stop time:
Stale times (hh:mm)

Economy: Standard:
Urgent:
SMTP and VPIM Networking options

Enable incoming VPIM Networking Enable outgoing VPIM Networking messages:
messages:
_ Yes
_ Yes
_ No
_ No
Outgoing SMTP Mail/Proxy server:
Open VPIM compose prefix:
Open VPIM shortcuts: Complete and attach "Open VPIM Shortcuts" (NWP-038).
Security modes for SMTP sessions
Note: These settings apply for VPIM Networking, desktop messaging,

and Web messaging.
Encryption options
Enable SSL for incoming SMTP sessions: _ Yes _ No
Connect to server with SSL for Outgoing SMTP _ Yes _ No
sessions:
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Authentication options
Note: If you choose Yes for Unauthenticated as well as User ID and Password authentication, this
is referred to as mixed authentication.
Unauthenticated: _ Yes _ No
User ID and Password authentication: _ Yes _ No
SMTP/VPIM password for initiating authenticated
connections to remote servers: ___________________________
Authentication failure attempts
Maximum failed authentication attempts from a remote server: _____________
Action to perform when the maximum is reached: _ Log only _ Log and
disable server
Maximum failed authentication attempts from a user: ____________
Action to perform when the maximum is reached: _ Log only _ Log and
disable user
Unauthenticated access restrictions

Enable unauthenticated desktop user restrictions _ Yes _ No
Delivery to telephone or fax _ Yes _ No
Enable Open AMIS _ Yes _ No
Enable Integrated Networking _ Yes _ No
Enable SDL addressing _ Yes _ No
Enable broadcast addressing _ Yes _ No
Restrict the number of recipients
Maximum recipients __________
Enable unauthenticated server restrictions:
Enable SDL addressing _ Yes _ No
Enable broadcast addressing _ Yes _ No
Restrict the number of recipients _ Yes _ No
Maximum recipients __________
Remote contact options (AMIS and Enterprise Networking)

Wait before sending C DTMF tone (milliseconds):
Delay for each non-pause character in DN (milliseconds):
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CallPilot Networking: Open VPIM Shortcuts: NWP-038 297
CallPilot Networking: Open VPIM Shortcuts: NWP-038

Complete and attach this form to NWP-028.
Open VPIM shortcuts

(You can define up to 500 open VPIM shortcuts. Complete and attach
additional pages, if required.)
VPIM prefix FQDN (domain name) VPIM prefix FQDN (domain name)
_________________ ________________ _________________ ________________
_________________ ________________ _________________ ________________
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_________________ _________________ _________________ _________________
Completed by
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299
Appendix B
How AMIS and Enterprise Networking
handle messages
"Networking messages" (page 299)
"What the MTA does" (page 301)
"What the ANA does" (page 303)
"Example of message handling with AMIS Networking" (page 306)
Networking messages
Every networking message contains two main parts:
• a message header
• the message body
Message header
The message header transmits to the receiving site with DTMF signals. The
header contains the following information:
• the sender’s address, which can include the site or location ID, mailbox
number, and text name, depending on how the features are enabled (for
Enterprise, the sender’s spoken name is recorded)
• each recipient’s address (site or location ID, mailbox number)
• the system access number
• the type of message (regular, acknowledgment, or non-delivery
notification [NDN])
• the time and date when the message was sent
• for Enterprise only, the priority applied to the message (private, urgent,
or acknowledgment)
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300 Appendix B How AMIS and Enterprise Networking handle messages
Message body
The recorded message is played over the voice port of the sending site
and is recorded by the receiving site. The recorded message contains the
following information:
• the voice portion of the message
• any attachments
Message priorities
The sender can assign a message priority to an Enterprise networking
message. There are three priorities:
• economy
• standard
• urgent
Standard is usually the default. Users must assign another message

priority manually. In general, you send economy messages during lower
long-distance toll charge periods. You send urgent messages quickly, with
the emphasis on speed rather than cost.
MTA and ANA

The scheduling parameters that you configure during the implementation of
a networking solution work with internal CallPilot networking settings. These
internal settings are controlled by the:
• Message Transfer Agent (MTA)
• Analog Networking Agent (ANA)
This brief overview provides a general understanding of how networking

handles messages to help you interpret Alarm and Event reports.
MTA responsibilities
The MTA provides many of the basic maintenance functions required by
CallPilot networking. The MTA maintains the following services:
• queue outgoing network messages
• determine when to begin sending messages to a remote system
• receive incoming messages for delivery to local users
• collect networking traffic Operational Measurements (OM) reports
To ensure the timely handling of messages, the MTA wakes up every

minute. When it wakes up, the MTA does the following:
• initiates calls to remote sites
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What the MTA does 301
• checks for stale messages

• checks if any sites are in error status
MTA Monitor
When enabled, the MTA Monitor continuously watches the performance of
the MTA. The MTA Monitor provides detailed information and is useful for
regular maintenance and troubleshooting.
ANA responsibilities
The ANA sends messages to and receives messages from remote systems
configured with either AMIS or Enterprise networking. There is one instance
of the ANA for every active analog networking session. An ANA instance
terminates when the session is over.
Main steps of message transfer

There are three main steps in the message transfer process:
• The MTA determines if a message destined for an AMIS or Enterprise
site is ready for transfer and if so, passes it to the ANA.
• The ANA completes a communication process, known as handshaking,
with the receiving site.
• The message, which consists of the message header and the message
body, is transferred.
What the MTA does

The MTA handles most aspects of message transmission for CallPilot.
How MTA and ANA handle messages

The following diagram is a graphical representation of how CallPilot handles
Integrated AMIS Networking messages.
The diagram shows the activity of both the MTA and the ANA in message
handling.
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Figure 41
MTA and ANA message handling
As the preceding diagram indicates, the MTA handles most of the message
processing. Every minute, a scheduler wakes the MTA. The MTA scans the
message queue for each destination, and checks the status of messages
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awaiting delivery. This scan determines if there are valid messages,

according to the system parameter configuration. The MTA determines
if the valid messages are ready for delivery, according to the set system
parameters. When the MTA determines that a transmission session is
needed, it seeks a method of delivery from the call router. The ANA
assumes responsibility for delivering the message.
What the ANA does

The ANA does the actual message delivery or reception. It works with the
MTA to handle messages.
How the ANA sets up calls

The ANA calls a remote site and delivers messages. CallPilot originates
a network call to the receiving site using the connection directory number
(DN) defined for that site. The switch places the call according to switch
call-processing parameters. If the call is successful, the call terminates on
the networking connection DN at the receiving site.
If the call fails due to a busy or no-answer condition, CallPilot waits until the
next wake-up interval before it attempts the call again. If three consecutive
attempts fail, CallPilot places the receiving site into error status and an
alarm is generated, depending on the nature of the problem. CallPilot waits
for half an hour before it repeats the three-call attempt cycle.
When connection between the sending and receiving sites is established,
ANA initiates a communication process known as handshaking.
Handshaking consists of the following steps:
Step Action
1 The sending site identifies itself to the receiving site.

2 For the Enterprise solution, the receiving site verifies that the
sending site is defined in the network database of the receiving site,
and that the site ID and the message transfer protocol agree. If the
information does not agree, the receiving site informs the sending
site of the error and drops the call.
3 The sending site sends the initiating password and the receiving site
ID to the receiving site.
4 The sending site also indicates that it sends a remote user text
information if the necessary options are enabled on the site
configuration for the receiving site.
5 The receiving site checks the site ID and password:
If the information is invalid, the receiving site informs the sending site
that either the site ID or the password is incorrect, and drops the call.
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If the information is valid, the receiving site proceeds to the following

step.
6 The receiving site determines whether remote user or message text

information is received during this session.
7 The receiving site sends the responding password and indicates
whether Names Across the Network information and a text subject
header is sent during this session.
8 The sending site checks the password:

If the password is invalid, the sending site sends an end-of-session
message and drops the call.
If the password is valid, the sending site starts the message transfer
to the receiving site.
—End—
Message transfer process

The following table describes how messages are transferred for Integrated
AMIS networking:
The sending site The receiving site

uses DTMF tones to send the message header to the receives the DTMF
integrated site. The message header contains: tones, interprets the
tones, and creates
the message.
• the sender’s mailbox number without location
prefixes
• the sender’s system access number
• the recipient’s mailbox without location prefixes
plays the voice portion of the message across a voice records the message
port. body and adds it to
the message.
repeats these steps for each message the sending site repeats these steps
must send. for each message.
Note: The maximum number of messages in a transfer
session is five.
terminates the message transfer session. hangs up.
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The following table describes how messages are transferred for Enterprise
networking:
The sending site The receiving site

sends the message information. The message receives and
contains the following: intercepts the
message information
• time and date stamp
and creates the
• subject message.
• message priority (private, urgent, or
acknowledgment)
sends the information about the sender. The receives and adds
information includes the following: the sender to the
message.
• mailbox number, including site ID (and location ID
if the remote site is using NMS)
if the Remote User Receive User Info from remote • records the
servers option is selected, plays the spoken name. spoken name.
• adds or updates
the remote user.
sends recipient information. The information includes receives and adds
the following: each recipient to the
message.
• mailbox number (including site and location ID).
• recipient’s address as text, if the Receive Text
Information option is selected.
plays the message body. records the message
body and adds it to
the message.
plays any attachments. records each
attachment and adds
it to the message.
indicates the end of the message. sends to the local
MTA to deposit the
message in each
local recipient’s
mailbox.
repeats all of the above for each message. repeats all of the
above for each
message.
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Example of message handling with AMIS Networking

The following example shows how the message delivery configuration
and the internal settings work together. The example offers a high-level
overview of how users use AMIS Networking and how the system handles
AMIS Networking messages.
How a user sends a message to an open AMIS user

Step Action
1 The user logs on to CallPilot.
2 The user enters 75 to compose a message.

3 The user enters the AMIS compose prefix.
Example:13
The prefix alerts the system that the message is intended for an
AMIS Networking user.
4 The user enters the number as it normally is dialed from the system,
followed by #.
Example:914165553333#
The # symbol indicates the end of the system access number.
5 The user enters the mailbox number of the intended remote
recipient, followed by #.
Example:8123#
The system responds with the following message: Open network
user <mailbox number> at <system access number>.
6 The user enters # and 5 to record the message, records the
message, and enters # to stop the recording.
7 The user enters 79 to send the message.

8 The user logs out of CallPilot and hangs up.
—End—
How CallPilot handles the message

Here is a simplified overview of the process that transfers an AMIS
message to a remote user. The MTA periodically checks for new outgoing
messages. When the MTA detects a ready message with an AMIS recipient,
it starts a queue for the recipient site. Successful delivery results in an
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Example of message handling with AMIS Networking 307
acknowledgment if the message was so tagged. An acknowledgment to an

AMIS message is sent when the message is transmitted, not when it is
listened to.
How a remote user replies to an AMIS message

A remote user at a CallPilot site can easily reply to an AMIS message.
Step Action
1 While within the received message, the remote user enters 71 to

reply to the message.
2 The user enters 5 to record the message, records the message, and
then enters # to stop the recording.
3 The user enters 79 to send the message.
—End—
How the remote system handles the message reply

The remote system uses the system access number in the header of the
original message to return the call. However, when using the public switch
telephone network, the original system access number does not include a
network dialing prefix. The missing prefix indicates to the system that the
reply is an external call. The remote system must add the network dialing
prefix to the system access number.
Example
• The system access number of the original message = 14167779898.
• The remote system adds a dialing prefix (for example, 9) to allow dialing
out from the switch.
Relationship of a system access number to a connection DN

A system access number becomes a connection DN in the network
database record of a remote messaging server. The system access number
uniquely identifies a site. When you send a message to an integrated site,
the local site looks up the connection DN for that remote site and initiates
the network call. The local site identifies itself to the remote site by including
its own system access number in the message header. The receiving site
takes that system access number and searches its own network database
for a connection DN that matches the system access number.
The receiving site identifies the sending site if it finds a connection DN that
matches the system access number it received. When the recipient listens
to the message, the sending site is identified.
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If the receiving site does not find a connection DN that matches the
system access number it received, it treats the message as an Open AMIS
message sent from a remote site that is not part of the private messaging
network. When the recipient listens to the message, the sending site is
identified only as an open site.
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Index
A in complex network 197
access code and ESN prefix 94 message length supported 48
access code, ESN 230 message transmission time 75
access mechanism message types supported 47
direct access 181 minimizing risk of long-distance toll
indirect access 182 fraud 248
offnet access 182 preliminary requirements for
ACD-DNs, on existing satellite-switches 189 configuration 224
addressing a message recipients, time zone conversions
to a local user with ESN 95 (Network Message Service) 194
to a remote user with ESN 95 sending message to remote user
to an open site 51 scenario 306
addressing plan when to implement 153
distinguished from dialing plan 101 AMIS protocol 29
administration guides 18 compared with Enterprise
administration, network Networking protocol 42
about implementation 147 AMIS-A protocol.See AMIS protocol 29
administrator responsibilities 148 AML. See Application Module Link 181
implementation scenarios 147 ANA (Analog Networking Agent)
administrators description 301
time zone conversions (Network analog protocol
Message Service) 193 AMIS protocol 29
alarm mailbox 60 compared to digital 31
AMIS compose prefix Enterprise Networking protocol 29
selecting 209 another dialing plan
AMIS delivery times example 109
default values 210 recommended relationship between
described 211, 214 dialing and addressing plans 101
AMIS Networking application gateway
broadcast messages 118, 122 definition 251
description 146 overview 250
disabling 208 Application Module Link
enabling 208 previously known as 181
implementation checklists 274
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310 Index
Attendant Extended Call feature, interaction location broadcast, description 112

with NMS 184 multimedia support 121, 122
Audio Messaging Interchange Specification Network Message Service
protocol. See AMIS protocol 29 (NMS) 118
authentication activity, monitoring 255 networking protocols 118
automatic monitoring 265 phoneset users, mailbox class
manual monitoring 266 validation 117
authentication failures, description 264, 265 remote server capabilities 121
authentication modes requirements 112
description 254, 254 server capabilities 119, 119
enabling 257 SMTP authentication 118, 120
when to use 258 user capabilities 116
authentication, mixed when to disable 120, 120
enabling 258 Business Communications Manager
user impact 259 location broadcasts 121
when to use 259, 260 network broadcasts 121
authentication, SMTP
broadcast messages 118 C
description 254 calculating message length 49
desktop or Web messaging Call Forward by Call Type Allowed feature,
users 255 interaction with NMS 184
disabling 256 Call Forward feature
enabling 257 interaction with NMS 183
encryption 255, 270 types supported 183
location broadcasts 120 calling
network broadcasts 120 local users with CDP 99
user ID and password 260 remote users with 99
when to disable 256 CallPilot
when to use 258 features supported by networking
solutions 54
B messaging network 27, 31
Barge-in Attendant feature, interaction with networking solutions 38
NMS 185 CallPilot 1.0x
batch threshold location broadcasts 121
default value 207 network broadcasts 121
description 208, 214 CallPilot features, interaction with
benefits of remote users 79 networking 166
broadcast mailbox 60 CallPilot Manager
broadcast message 183 Cancel button 157, 161
broadcast, network logging on 20
addresses, viewing 122 Message Delivery Configuration
addressing rules 116 page, accessing 156
description 114 Message Network Configuration
desktop messaging users, mailbox page, accessing 158
class validation 118 Save button 158, 162
distribution lists 117 Web server, description 155
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CallPilot server remote satellite-switch location,

and CallPilot Manager 155 overview 244
logon 21 configuring satellite-switch locations,
with integrated Web server, overview 188
diagram 155 confirming switch settings 174
Cancel button, CallPilot Manager 157, 161 connection DN
CDP dialing plan relationship to system access
and user location 185 number 307
ESN dialing plan recommended 173 remote messaging server 239
CDP information controling how Names Across the Network
remote prime switch location 243 works 83
CDP steering code 97 Coordinated Dialing Plan 96
and extension length 99 calling users 99
and nonuniform dialing plan 93 definition 96
creating 98 example 105
location code 91 mailbox address and 99
overlap 232 recommended relationship of dialing
overview 231 and addressing plans 101
requirement 97 steering code 97
certificates, encryption 271 steering code definition 97
channel requirements 167 CS1000 (Release 3.0 or later), prime
channel resource allocation switch 182
minimum and maximum 203 CSL (Command and Status Link) 181
channel types supported 203
channels D
impact of NMS on number data network
required 168 and VPIM Networking 123
types required 168 definition 26
types supported 61 private 27
checklist for gathering information 175 public 27
checklists, network implementation 153, setup to implement VPIM
274 Networking 135
CO Loop Start trunk 184 database, network
combining several switch locations into one description 149, 150
user location 186 information
Command and Status Link, now known as consistency, ensuring 165
Application Module Link 181 coordinating 165
complex network 197 when to add sites 150
compose prefix default value
selecting 209 AMIS delivery times 210
Conference Call feature, interaction with batch threshold 207
NMS 184 delivery start time for economy
configuration messages 207
prime switch location overview 188 delivery stop time for economy
configuration worksheets, network 275 messages 207
configuring
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312 Index
holding time for standard broadcast messages 118

messages 207 time zone conversions (Network
holding time for urgent Message Service) 193
messages 207 desktop user 50
parameters 207 desktop user logon 181
reason to use 207 desktop users
scheduling parameters 207 compared with telephone users 125
stale time for economy exchanging messages with open
messages 207 sites 126
stale time for standard diagram of how MTA and ANA handle
messages 207 messages 301
stale time for urgent messages 207 diagrams
defining dummy ACD-DNs 191 local NMS location broadcast 112
definition mesh network 150
application gateway 251 network broadcast 114
CDP 96 Network Message Service (NMS)
data network 26 example 192
dialing plan 90 multiple time zones 192
ESN 94 non-mesh network 150
firewall 250 remote NMS location broadcast 113
messaging network 27, 31 Web server setup 155
network 25 dialing plan
prime switch location 180 already set up 90
proxy server 251 and mailbox address with ESN 96
remote user 79 and VPIM Networking 174
satellite-switch location 180 CDP for remote prime switch
site 32 location 243
steering code 97 changing 178
switch network 26 definition 90
tandem switch location 180 distinguished from addressing
uniform dialing plan 91 plan 101
user location 180 ESN for remote prime switch
delivery sessions 62 location 243
delivery start and stop times, economy from a system perspective 90
messages 211 from a user perspective 90
delivery start time for economy messages hybrid dialing plan requirements 186
default value 207 information required from switch 174
delivery stop time for economy messages information required to configure
default value 207 switch location 230
delivery times for AMIS messages 211, 214 location code 91
denial-of-service attacks, preventing 256, mailbox addressing follows 230
258 mailbox addressing follows for
description remote prime switch location 242
local server 225 recommended dialing plan 173
desktop messaging users remote satellite-switch location 245
authentication failures, requirements 177
description 262 switch configuration changes 101
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Index 313
types supported by CallPilot 90 and mailbox addresses 96

uniform 91 calling local users with 95
used to a remote switch location 242 calling remote users with 95
dialing plans definition 94
CDP configuration worksheet 275 ESN prefix 94
considerations 166 example 105
ESN configuration worksheet 275 Electronic Switched Network. See ESN 230
dialing restrictions enabling AMIS Networking 208, 226
NMS beyond messaging network 73enabling Enterprise Networking 213
NMS in messaging network 73 encoding VPIM message parts 124
within NMS network 73 encryption 255
digital protocol authentication 270
compared to analog 31 certificates 271
type used by CallPilot 30 considerations for implementa-
direct inward system access, required for tion 268
offnet access 182 description 268
DISA (direct inward system access) 182 firewalls 270
disabling AMIS Networking 208 mail relays 270
disabling Enterprise Networking 213 security and VPIM Networking 251
distribution lists, and broadcast SSL 269
messages 117 VPIM-compliant systems 270
DN. See directory number 199 when to use it 268
DNS end-to-end signaling capabilities and
overview 131 NMS 72
DNS lookup tables 131 engineering network 168
DNS server 131 Enhanced Names Across the Network 226
and MX records 132 Enhanced Names Across the Network
implementation 135 (Enhanced NAN), see also Names
setup 133 Across the Network (NAN) 57
domain name 131 Enhanced NAN
domain name system. See DNS 131 how remote users are added 81
dual-tone multifrequency 197 how remote users are deleted 83
dummy ACD-DNs synchronizing user information
defining 191 across networked servers 86
number required 190 Enterprise Location ID
setting to night call forward 192 local prime switch location 229
remote prime switch location 241
E Enterprise Networking
e-mail gateway server, implementation broadcast messages 118, 122
with 136 controling text information 76
economy delivery start and stop times 211 description 41, 146
economy priority messages 300 diagram 41
Electronic Switched Network 101 disabling 213
addressing a local user 95 enabling 213
addressing a remote user 95 Enterprise Location ID 229, 241
addressing local user 95 Enterprise Site ID 225
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314 Index
how sites use Names Across the extension length and CDP steering code 99
Network 86
implementation checklist 274 F
message delivery 67 failures, authentication
Message Delivery Configuration description 262, 265
page, CallPilot Manager 156 limiting 264
message length 67 potential causes 262
message length and non-delivery reporting 264
notifications 49 fax channel 167
message length supported 48 fax channel type 203
message transmission times with fax message type
text 76 support 47
message types supported 47 features
Names Across the Network 227 networking solutions compared 54
Names Across the Network and firewall
message transmission times 77 and implementation 136
protocol 29 definition 250
receiving message text description 250
information 227 security and VPIM Networking 250
recipients, time zone conversions firewalls and encryption 270
(Network Message Service) 194 FQDN
Enterprise Networking protocol 29 overview 131
advantages over AMIS protocol 42 right-hand side of VPIM address 126
Enterprise Site ID FQDN of local SMTP/VPIM server 227
description 225, 236 From entry, header 127
ESN fully qualified domain name. See FQDN 126
access code 230
location code 230
location code overlap 231 G
ESN dialing plan gathering information
and user location 185 checklist 175
recommended over CDP dialing from open sites 172
plan 173 purpose 172
ESN information, remote prime switch remote switch location checklist 176
location 243 gathering required information
ESN prefix new implementation 172
and access code 94 upgrade 172
location code 91, 94
ESN. See Electronic Switched Network 94 H
Event Monitor and non-delivery header contents 299
notifications 53 header, From entry 127
exchanging messages holding time
with integrated sites, telephone and description 208
desktop users compared 126 standard messages 208, 213
with open sites, telephone and urgent messages 208, 213
desktop users compared 125
exchanging messages with open sites 35
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Index 315
holding time for standard messages, installation and configuration guides 18

default 207 installation, networking (definition) 151
holding time for urgent messages, Integrated AMIS Networking
default 207 implementation checklist 274
host name 131 mailbox length 64
hybrid dialing plan message contents 299
example 107 message delivery 64
mailbox addresses and 100 Message Delivery Configuration
recommended relationship of dialing page, CallPilot Manager 156
and addressing plans 101 switch settings required 177
hybrid dialing plan, requirements 186 when to implement 153
Integrated Service Digital Network
I (ISDN) 180
IMAP. See Internet Mail Access Protocol Integrated Services Digital Network/Appli-
(IMAP) 134 cations Protocol link, now known as
implementation Application Module Link 181
dialing plan setup 90 integrated site 34
preliminary requirements 134 combined with open site 35
with DNS server 135 integrated sites 151
with e-mail gateway server 136 interaction with NMS 184
with firewall 136 Internet Mail Access Protocol (IMAP)
implementation, network already configured 137
about 147 implementation order 134
checklists 153, 274 Internet Service Provider (ISP) 135
definition 151 IP address 130
Message Delivery Configuration ISDN signaling capabilities and NMS 72
page, CallPilot Manager 156 ISDN-PRI, between switches 180
Message Network Configuration ISDN/AP (Integrated Services Digital
page, CallPilot Manager 158 Network/Applications Protocol
prerequisites 152 link). 181
process 274
recommendations 152, 153 J
scenarios 147 junk e-mail, preventing 256, 258
implementing a messaging network
network database 34 K
relationship to existing networks 33 keycode, networking 151
inbound message keycodes
from implicit open site 128 Networking keycode 46
from integrated sites 128 NMS keycode 46
from unknown open site 128
industry-standard protocol 29
information in network database L
local site 34 LAN load and impact of VPIM Networking 70
remote site 34 LAN network traffic and impact on VPIM
initiating password 240 Networking 78
description 240 left-hand side of VPIM address 124
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316 Index
legal considerations, Open AMIS networking protocols 118

messages 211, 214 remote NMS location broadcast,
legal delivery times for AMIS messages 209, diagram 113
211, 214 remote server capabilities 121
local broadcast server capabilities 119, 119
user capabilities 116 SMTP authentication 120
local messaging server 224 user capabilities 116
local prime switch 228 when to disable 120, 120
local prime switch location location code
description 229 CDP steering code 91
dialing plan information 230 ESN 230
Enterprise Location ID 229 ESN prefix 91, 94
mailbox prefix 230 overlap 231
name 229 purpose 91
local server location name, required by desktop users
broadcast messages to log on 181
capabilities 119 log on, desktop users and location
controlling 119 name 181
when to disable 120 logging on
broadcast messages, when to local server 20
disable 120 local site 154
configuration worksheet 275 remote server 20
description 225 remote site 154
logging on 20 logon 21
name 225 long-distance toll fraud
server type 225 minimizing risk with AMIS
local site Networking 248
logging on to 154
modifying 160, 161 M
tree view 159, 160 mail exchange records. See MX
local site information records 132
in network database 34 mail relays and encryption 270
local site name 225 mail servers, and MX records 132
local switch location mailbox address
configuration worksheet 276 and CDP 99
tree view 159 and ESN dialing plans 96
local system access number mailbox addressing follows dialing plan,
purpose 210 local prime switch location 230
location broadcast mailbox addressing, dialing plan follows for
addresses, viewing 122 remote prime switch location 242
description 112 mailbox length
distribution lists 117 Integrated AMIS Networking 64
local NMS location broadcast, mailbox prefix
diagram 112 local prime switch location 230
multimedia support 121, 122 remote prime switch location 242
Network Message Service MDN (message delivery notification) 129
(NMS) 118
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Meridian Mail AMIS Networking 75

location broadcasts 121 assumptions used to calculate 75
network broadcasts 121 comparison of networking
Meridian Mail Net Gateway solutions 75
location broadcasts 121 factors affecting 74
network broadcasts 121 factors affecting VPIM
mesh network, diagram 150 Networking 75
message NMS 75
body contents 300 voice and text messages
broadcast 183 compared 77
configuration for using priorities 300 VPIM Networking and network
contents 124 traffic 78
encoding 124 message treatment
handling scenario 304 inbound from implicit open site 128
header contents 299 inbound from integrated site 128
parts 299 inbound from unknown site 128
priorities 300 message types
message center directory number 182 and non-delivery notifications 48
message delivery networking solutions compared 47
Enterprise Networking 67 messaging network
Integrated AMIS Networking 64 combining integrated and open
VPIM Networking 70 sites 35
Message Delivery Configuration 205 definition 27, 31
accessing, CallPilot Manager 156 dialing plan setup 90
description 155, 158 dialing plans supported 90
worksheet 276 hierarchy of protocols 31
Message Delivery Configuration tree view, implementation, incremental 33
capacity 182 integrated and open 35
message delivery notification (MDN) 129 messaging network representation
message handling 301 another dialing plan example 109
message header contents 125 benefits 104
message length CDP dialing plan example 105
and non-delivery notification 49 ESN dialing plan example 105
calculating 49 ESN dialing plan with NMS
Enterprise Networking 67 example 105
Message Network Configuration 224 hybrid dialing plan 107
accessing, CallPilot Manager 158 hybrid dialing plan example 107
description 155 messaging network setup
sites, maximum number 159 mesh 28
switch locations, maximum non-mesh 28
number 159 messaging network, basic design tasks 149
tree view, description 158 messaging networks
worksheets 275 and users 47
Message Transfer Agent (MTA), exchanging messages with open
description 300 sites 35
message transfer, main steps 301 migration guides 18
message transmission time MIME
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318 Index
overview 134 network

TCP/IP protocol 133 data 26
MIME (Multipurpose Internet Mail messaging network 31
Extensions) 30 switch network 26
mixed authentication mode network administration
description 255 about implementation 147
enabling 258 administrator responsibilities 148
user impact 259 assumptions 152
when to use 259, 260 implementation scenarios 147
modes of authentication, description network broadcast
authenticated mode 254 addresses
mixed authenticated mode 255 viewing 122
unauthenticated mode 254, 256 addressing rules 116
modifications to messaging network description 114
configuration desktop messaging users, mailbox
impact on personal distribution class validation 118
lists 57 diagram 114
MTA (Message Transfer Agent), distribution lists 117
description 300 location broadcast, description 112
MTA Monitor, description 301 multimedia support 121, 122
multimedia messages, and non-delivery Network Message Service
notifications 129 (NMS) 118
Multipurpose Internet Mail Extensions networking protocols 118
(MIME) 30 phoneset users, mailbox class
Multipurpose Internet Mail Extensions. See validation 117
MIME 123 remote server capabilities 121
MX records requirements 112
and DNS server 132 server capabilities 119, 119
and mail servers 132 SMTP authentication 118, 120
user capabilities 116
N when to disable 120, 120
name Network Call Redirection 182
local prime switch location 229 network call forward all calls 182
remote prime switch location 241 network call forward busy 182
name of a remote site 235 network call forward no answer 182
name of the local server 225 network hunting 182
Names Across the Network 227 types supported 182
adding temporary remote users 82 Network Call Redirection feature and
considerations 85 NMS 72
controling 83 Network Call Transfer feature, interaction
how sites use 86 with NMS 183
when remote user is added 83 Network Class of Service
when temporary remote user is checking current setting 181
added 82 level required by NMS 181
NCRD. See Network Call Redirection 182 network database
NDN. See non-delivery notification 129 configuration, validating 162
contents 34
Nortel CallPilot
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Index 319
description 149, 150 dialing plans 166

implementing CallPilot 34 engineering issues 168
information installation versus implementa-
consistency, ensuring 165 tion 151
coordinating 165 limitations 169
uniqueness, ensuring 163 security, recommendations 168
sites, maximum number 159 Networking keycode 46
when to add sites 150 networking solutions 62
Network Hunting feature, interaction with CallPilot 38
NMS 184 channel types supported 61
network implementation comparison of message lengths
basic tasks 149 supported 48
checklists 153 Enterprise Networking 41
configuration worksheets 165 feature support comparison 54
definition 151 message transmission time
Message Delivery Configuration compared 75
page, CallPilot Manager 156 message type support
Message Network Configuration comparison 47
page, CallPilot Manager 158 personal distribution lists 57
prerequisites 152 night call forward dummy ACD-DNs 192
recommendations 152, 153 nightly audit
Network Message Service (NMS) deleting permanent remote users 83
broadcast messages 118 time stamps 81
description 192 NMS (Network Message Service) 179
example diagram 192 Attendant Extended Call feature 184
implementation recommenda- Barge-in Attendant feature 185
tion 153 Call Forward by Call Type Allowed
multiple time zones, diagram 192 feature 184
time zone conversion Call Forward feature 183
description 193, 194 CO Loop Start trunk 184
Network Message Service. See NMS 16, Conference Call feature 184
179, 197 dialing plan implications 73
network planning dialing restrictions beyond private
about implementation 274 network 73
configuration worksheets 275 dialing restrictions in messaging
implementation checklists 274 network 73
network setup dialing restrictions in NMS
mesh network 28 network 73
non-mesh network 28 example 105
network topology. See network setup 27 impact on channels 168
network types message length 49
mesh 150 message transmission time 75
non-mesh 150 message types supported 47
networking Network Call Redirection feature 72
about implementation 147 Network Call Transfer feature 183
and CallPilot feature interaction 166 Network Class of Service level
channel requirements 167 required 181
Nortel CallPilot
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320 Index
Network Hunting feature 184 open sites 151

NMS network and NMS site and protocols 151
distinguished 43 open VPIM Networking
signaling considerations 71 implementation checklist 274
NMS keycode 46 shortcuts, configuration
NMS network 43 worksheet 276
as type of private messaging Operational Measurement reports 130
network 179 overlap
NMS site 43 CDP steering code 232
non-delivery notification 127, 129 ESN location code 231
multimedia messages 129
non-delivery notifications P
and Event Monitor 53 packet filter, overview 250
and message length 49 parameters
and message types 48 default values 207
and personal distribution lists 57 passwords
non-mesh network, diagram 150 description 240
non-Nortel Networks systems passwords for remote site 240
location broadcasts 121 permanent remote user 80
network broadcasts 121 permanent remote users
nonuniform dialing plan deleting with nightly audits 83
CDP steering codes 93 removing with User Administra-
examples 92 tion 83
Norstar VoiceMail personal distribution lists
location broadcasts 121 and non-delivery notifications 57
network broadcasts 121 impact of modifications to messaging
NSM network 179 network configuration 57
number of delivery sessions compared 62 networking solutions 57
number of dummy ACD-DNs required on phantom DN
satellite-switch locations 190 how to select 199
number of sites supported 61 phantom DNs
number of switch locations supported 182 determining those used on prime
switch location 188
O satellite-switch locations 189
offnet access 182 phoneset users
switch requirements 182 broadcast messages 117
OM reports. See Operational Measurement time zone conversions (Network
reports 130 Message Service) 193
online guides 20 ping attack
online Help, accessing 20 description 252
Open AMIS compose prefix 209 security against 252
Open AMIS delivery times 209 planning guides 18
open site 34 prefix
combined with integrated sites 35 compose 209
exchanging messages with 35 mailbox 230
protocols used with 35 prefixes
Nortel CallPilot
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5.0 3 May 2007
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Index 321
location prefix, description 116 R

network broadcast prefix
receiving message text information 227
rules 116
relationship of dialing and addressing
preliminary requirements for implementation
plans 101
dialing plan setup 90
remote administration
preliminary requirements for implementing
how to work remotely 20
VPIM Networking 134
site security 154
prime switch
remote messaging server 233
satellite-switches forward to 189
connection DN 239
type supported 182
name 235
prime switch location
sending local user information
communicating with satellite-switch
to 237
locations using ISDN-PRI 180
sending messages to a remote
configuration 188
site 236
definition 180
server FQDN 238
determining phantom DNs used
server types supported 236
on 188
remote prime switch 241
using virtual signaling
remote prime switch location
to communicate with
CDP information 243
satellite-switches 180
dialing plan for dialing to this
prime switch location, configuration
location 242
worksheet 276
Enterprise Location ID 241
priorities of messages 300
ESN information 243
privacy, guaranteeing on CallPilot 268
mailbox addressing follows dialing
private data network 27
plan 242
private switch network 26
mailbox prefix 242
proprietary protocol 29
name 241
protecting temporary remote user from
spoken name recorded 241
removal 81
remote satellite-switch location
protocol
configuration overview 244
analog and digital compared 31
dialing plan 245
analog used by CallPilot 29
spoken name recorded 244
digital 30
remote servers
hierarchy 31
broadcast messages
industry-standard 29
capabilities 119, 119
proprietary 29
controlling 119
types 29
when to disable 120
used with open sites 35
configuration worksheet 275
protocols
remote site
correcting information about 233
protocols, open sites 151
name 235
proxy server
passwords 240
definition 251
server FQDN required 173
overview 250
remote site information in network
public data network 27
database 34
public switch network 26
remote sites
Nortel CallPilot
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322 Index
authentication failures, satellite-switch location SDNs, in SDN

description 263, 263 Table 189
creating 160, 161 Save button, CallPilot Manager 158, 162
integrated 151 scenario of how a message is sent to a
logging on to 154 remote user 306
modifying 160, 161 Secure Socket Layer (SSL)
network database 150 and encryption 269
open 151 and user ID/password
tree view 159, 160 authentication 269
remote switch location security
configuration worksheet 276 application gateway 250
information required 176 encryption and VPIM
tree view 159 Networking 251
remote user packet filter 250
benefits 79 proxy server 250
definition 79 recommendations 168
distinguished from user at remote service attacks 252
site 79 types of attacks 251
permanent status 80 security modes for SMTP 215
temporary 237 security, SMTP authentication
temporary status 80 activity, monitoring 255
responding password 240 automatic monitoring 265
description 240 manual monitoring 266
restricting sending messages to a remote unauthentication mode,
site 236 recommendations 256, 257
right-hand side of VPIM address 124 sending local user information to a remote
routing, TCP/IP 130 site 237
sending messages to other sites 226
S server FQDN
local SMTP/VPIM server 227
satellite-switch
relationship to VPIM shortcuts 127
forwarding to prime switch 189
remote site 238
types supported 182
required for integrated remote
satellite-switch location
sites 173
configuration 188
server type
configuration worksheet 276
local server 225
configuring remote 244
supported for remote messaging
creating 160, 161
server 236
defining dummy ACD-DNs 191
service attack
definition 180
ping attacks 252
included in broadcast message 183
security against ping attacks 252
modifying 160, 161
service directory number (SDN)
number of ACD-DNs required 190
relationship to other numbers 203
phantom DNs 189
Service Directory Number (SDN) Table
setting dummy ACD-DNs to night
contents 187
call forward 192
example 200
satellite-switch location 189
Nortel CallPilot
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5.0 3 May 2007
.
Index 323
setting up DNS server 133 user impact 259

shortcuts when to use 259, 260
VPIM open and SMTP/ VPIM SMTP/VPIM network shortcut
network compared 126 compared with VPIM open
signaling considerations for NMS shortcut 126
end-to-end 71 SMTP/VPIM server FQDN 227
ISDN 71 speech recognition channel type 203
virtual 71 speech-recognition channel 167
Simple Message Transfer Protocol spoken name
(SMTP) 30 recorded for remote satellite-switch
Simple Message Transfer Protocol. See location 244
SMTP 123 spoken name recorded
site remote prime switch location 241
combining open and integrated ways to record 230, 242
sites 35 stale time
definition 32 description 212, 214
integrated 34 stale time for economy messages,
maximum number supported 61 default 207
open 34 stale time for standard messages,
SMTP default 207
overview 133 stale time for urgent messages, default 207
TCP/IP protocol 133 stand-alone server 20
SMTP (Simple Message Transfer standard message, holding time 208
Protocol) 30 standard priority messages 300
SMTP authentication status
and encryption 270 permanent remote users 80
broadcast messages 118 temporary remote user 80
description 254 steering code 97
desktop or Web messaging and extension length 99
users 255 creating 98
disabling 256 definition 97
enabling 257 requirement 97
encryption 255 steering code for CDP 231
failures, description 264, 265 switch
location broadcasts 120 confirming settings 174
modes of authentication, dialing plan information required 174
description 254 gathering information directly
network broadcasts 120 from 174
user ID and password 260 mandatory requirements 177
when to disable 256 switch configuration
when to use 258 changing dialing plan 101
SMTP authentication activity, switch location
monitoring 255 configuration worksheet 276
automatic monitoring 265 corresponds to user location 185
manual monitoring 266 creating 160, 161
SMTP authentication, mixed modifying 160, 161
enabling 258 prime 180
Nortel CallPilot
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324 Index
satellite 180 text message type support 47

several correspond to user text messages
location 186 transmission time and control of
tandem 180 use 76
tree view 160 TIFF format 124
switch network time periods
definition 26 guidelines 164
private 26 time stamp
public 26 updating 86
system access number time zones, Network Message Service
relationship to connection DN 307 (NMS)
system access number (SAN) administrators 193
purpose 210 AMIS Networking recipients 194
types 210 description 193, 194
system mailbox desktop messaging users 193
alarm 60 Enterprise Networking
broadcast 60 recipients 194
phoneset users 193
T VPIM Networking recipients 194
tandem switch location, definition 180 Web messaging users 193
TCP/IP toll fraud, preventing 257, 258
overview 130 topology. See network setup 27
protocols 133 training users
routing 130 to address open sites 51
TCP/IP application protocols, types transmission time of messages
supported 30 AMIS Networking 75
TCP/IP protocols assumptions used to calculate 75
MIME 133 comparison of networking
SMTP 133 solutions 75
technical support 20 factors affecting 74
telephone user 50 NMS 75
telephone users voice and text messages
compared with desktop users 125 compared 77
exchanging messages with open VPIM Networking 75
sites 125 VPIM Networking and network
temporary remote user 80 traffic 78
adding with Names Across the Transport Control Protocol/Internet Protocol.
Network 82 See TCP/IP 130
adding with User Administration 82 tree view
Names Across the Network Message Network Configuration 158
options 83 organization of 160
protecting from removal 81 troubleshooting
system capacity 80 authentication failures 262
temporary remote user, Names Across the technical support 20
Network 237 types of sites
text information in messages 227 integrated 151
open 151
Nortel CallPilot
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5.0 3 May 2007
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Index 325
types of system access number 210 virtual signaling 180

virtual signaling capabilities and NMS 72
U voice channel 167
unauthenticated access restrictions 217 voice channel type 203
unauthentication mode voice encoding 137
description 254 voice message type support 47
enabling 256 Voice Profile for Internet Mail (VPIM) 30
security recommendations 256, 257 Voice Profile for Internet Mail. See
when to use 256 VPIM 123
uniform dialing plan VPIM (Voice Profile for Internet Mail) 30
definition 91 VPIM address
example 91 compared with e-mail address 124
unsuccessful delivery of VPIM Networking example 124
message 127 left-hand side 124
upgrade, information required to 172 parts 124
upgrading existing satellite-switches restrictions 124
using existing ACD-DNs 189 right-hand side 124
urgent messages 300 VPIM message
holding time 208 contents 124
user encoding of parts 124
desktop user 50 header 125
teaching to address open sites 51 VPIM Networking 70
telephone user 50 and dialing plans 174
terminology note 47 broadcast messages 118, 122
terminology used in guide 50 description 147
User Administration desktop and telephone users 125
adding temporary remote users 82 impact of text on message
user guides 18 transmission time 76
user ID and password authentication impact on LAN load 70
and SSL 269 implementation checklists 274
description 260 message delivery 70
user location Message Delivery Configuration
and CDP dialing plan 185 page, CallPilot Manager 156
and ESN dialing plan 185 message delivery notification 129
corresponds to several switch message length supported 49
locations 186 message transmission time and
corresponds to switch location 185 network traffic 78
definition 180 message transmission time traffic
users and broadcast messages calculations 78
capabilities 116 message types supported 47
planning and engineering
considerations 70
V protocols used 133
validation recipients, time zone conversions
levels of 162 (Network Message Service) 194
validation, CallPilot Manager 162 relationship to data network 123
unique information 163 security and firewalls 250
Nortel CallPilot
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5.0 3 May 2007
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326 Index
TCP/IP 130 authentication failures,

VPIM Networking, server FQDN of remote description 262
site 238 time zone conversions (Network
VPIM open shortcuts Message Service) 193
compared with SMTP/VPIM network Web server
shortcut 126 and CallPilot server integration,
relationship to server FQDN 127 diagram 155
VPIM systems and encryption 270 CallPilot Manager 155
VPIM Version 2 worksheets, configuration 165, 275
conformance 137
W
Web messaging users
Nortel CallPilot
NN44200-201 01.02 Standard
5.0 3 May 2007
.
Nortel CallPilot

Copyright © 2007, Nortel Networks
All Rights Reserved.
Publication: NN44200-201
Document status: Standard
Document version: 01.02
Document date: 3 May 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Sourced in Canada
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The information in
this document is proprietary to Nortel Networks.
*Nortel Networks, the Nortel Networks logo, and the Globemark are trademarks of Nortel Networks.
*Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.

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Nortel CallPilot

Network Planning Guide

Copyright © 2007, Nortel Networks

3COM is a trademark of 3Com Corporation.

ADOBE is a trademark of Adobe Systems Incorporated.

ATLAS is a trademark of Quantum Corporation.

BLACKBERRY is a trademark of Research in Motion Limited.

CRYSTAL REPORTS is a trademark of Seagate Software Inc.

EUDORA is a trademark of Qualcomm.

eTrust and InoculateIT are trademarks of Computer Associates Think Inc.

DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT,

GROUPWISE and NOVELL are trademarks of Novell Inc.

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NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.

QUICKTIME is a trademark of Apple Computer, In.

SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.

SYBASE is a trademark of Sybase, Inc.

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US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics.

WINZIP is a trademark of Nico Mark Computing, Inc.

XEON is a trademark of Intel, Inc.

Information for Japan

Japan VCCI statement

Chapter 4 Understanding CallPilot networking solutions 37

Teaching users how to use networking 51

Chapter 5 Dialing plans and networking 89

Hybrid dialing plan (ESN and CDP combined) 99

Chapter 6 Network and location-specific broadcast

Chapter 7 About VPIM Networking 123

Section O: Coordination among sites 164

Chapter 9 Gathering information 171

Chapter 12 Configuring local and remote networking sites 223

Chapter 13 Security and encryption 247

Appendix A Implementation and planning tools 273

Appendix B How AMIS and Enterprise Networking handle

Getting Help from the Nortel Web site

Getting Help over the phone from a Nortel Solutions Center

In North America, call 1-800-4NORTEL (1-800-466-7835).

Getting Help from a specialist by using an Express Routing Code

Getting Help through a Nortel distributor or reseller

"How this guide is organized" (page 15)

"Related information sources" (page 17)

"Logging on to the CallPilot server with CallPilot Manager" (page 20)

"Multi-administrator access" (page 23)

How this guide is organized

Chapter title Description

Chapter title Description

Related information sources

Planning and Engineering

Installation and Configuration

End User information

You can print part or all of any guide, as required.

To access online information, use either of the following methods:

CallPilot end-user online Help

Desktop messaging provides product-specific Windows Help for groupware

Contacting technical support

Logging on to the CallPilot server with CallPilot Manager

To log on to CallPilot Manager

1 Launch the Web browser on a PC or on the CallPilot server.